Totalsports Online fail

I Purchased a pair of shoes online for Totalsports, where they pride themselves in 3 - 5 working days delivery. After 7 days I received no product. Phoned them, I was assured they would look into it and get back to me.....another 7 days....nothing. Followed up again with Totalsports. Same assurances etc...another 5 days..no product. Followed up again !!!!! Was the informed the product I ordered was damaged and I was not going to receive my purchase........Now after all this I am still waiting, after two weeks, for my refund ???