Waiting for my refund

firstly they deliver half of my cart, then I had to call them to find out why, I mean why not communicate, then the second delivery comes without a pair of boots, again I had to enquire no communication whatsoever, they a lady by the name Janine Swart emails me saying they cancelled my order I will receive my refund within 10 working days who asked them to cancel it I was tracking the Boot, then she does not respond to emails when I ask her. 10 days has passed I called their number does not go through and again no one is saying anything to me. So it's not only bad service from this Janine lady they also lie about the 10 days refund policy, so I must now chase them again? these people think we have time to play. They claim they sent an OTP for me to complete my refund. why all the drama when I paid there was no drama this is nonsense.