POOR/DISAPPOINTING CUSTOMER SERVICE :(

Hi my name is Landile, my Fiancé ordered an Adidas sneaker for me online at Totalsports. There was a mix up in delivering the sneakers mine got sent to Pretoria instead of PE and I am assuming whoever was suppose to get their sneaker in Pretoria they sent them to PE, the courier truck got hijacked on its way to delivering "my sneaker", we spoke with the consultants explained everything and we were told we would get a refund. The sneaker was ordered in July, 8th of July to be exact, today is the 9th of August still nothing. My fiancé called, I called but we are still waiting. What's more frustrating is that no one is calling us to explain what the delay is, we have to pick up our phones and call ourselves only to be told the same thing. I even sent an email, no one even bothered to respond to my email. THIS IS WRONG!