No response from Sportscene online

So on the 26th of December 2018, I cancelled an online order for some shoes that I had made as I realized they were not going to arrive by the time I needed them due to all the public holidays. (My bad planning) I was informed that it was no problem and that once my purchase was cancelled and returned to the distribution centre, (they told me 1-3 days to process the cancellation and then a further 3-5 to be scanned into the distribution centre). On the 9th of January I was still waiting for an update as to what was happening with my refund and was told that I had to wait an additional 1-2 day while they forwarded my request to the relevant department. On the 14th of January, I once again requested some information on what was happening with my order and was then told “Please be advised that we have escalated this to the relevant Department – we will touch base with you as soon as feedback is given.” On the 17th of January I emailed customer service to tell them the whole story and have yet to receive a response. It is now the 18th of January and I have waited almost a month for decent feedback for which I have had none. Bearing in mind my refund should be R1600.00. I do hope they get their act together and sort this out.