Customer service is bad ?

I placed an order online on the 24th of December. Delivery should be 7-14 working days. End of January after phoning numerous times, I still didn't know when to expect it. Customer care were supposed to get back to me and never did. Everytime I phoned, I got the same answer; 'we will phone you back'. A week later I requested a refund. A week after that, I phoned customer care and was informed that a refund was made. Still no refund. I never struggled with Toys r us before. Not sure what's going on there.