Unsatisfactory service delivery from online store

I have never seen such *********** online services before. In December we purchased from 3 stores and the orders arrived on different days, except one T-shirt. We were told due to overload of deliveries, it will be delivered in January. After no communication from anyone we went instore, did an online query and spoke to agents. According to the call center the parcel was delivered, but not too our address, but they will enquire and investigate and provide feedback. Nether less they promised my mother that they will refund her. Not sure if this happened as she did enquire but the shop are unable to assist with refund details. On the 13th on July my son ordered a Tshirt from Fabiani p***, after checking the tracker I contacted them via email to enquire why is the parcel being send from CPT to JHB, they responded it is has been handed over to courier and I will receive an SMs. Nothing received and I am seriously not impressed, as I did a follow up email yesterday and this morning I receive an email to say they received my returned goods and I will be refunded which they processed without the delivery fee which I paid and never got the service. What is wrong with your system, as a simple Tshirt cannot be delivered?