Tsonga service super slow

On their website they state "We promise to keep ‘Tsonga Time’, which means we are super at customer service and don’t believe you should be kept waiting. We will answer your query as soon as possible."

Does that mean "super slow"?

I ordered and paid for 4 pairs of shoes on 26 Nov, an email on 6 Dec stated that one of the pairs was not available and can they refund me for the pair. I agreed on 7 Dec. No reply. Sent another email for an update on 9 Dec. .........