Bad customer service

I placed an order online on march 11th, never received an acknowledgement of receipt for my payment. A week later on Tuesday 18th, i called to check on my order and Ruan told me to wait a day or two. I sent him numerous emails but he never responded. Monday 24th i made a follow up call and Ruan told me that my order has not arrived and there's nothing he can do. I then asked for a refund and he said they make payment twice a month and that he will get back to me. Till today I've never heard from him. Their service is bad and they don't even apologize for their inconvenience.