Poor customer service

I'm extremely disappointed with the service from Van Schaik. I requested a refund on a book that was never delivered almost a month ago, and I have emailed almost 20 times or more, have called a couple of times, but have not received any joy or feedback regarding where in the process the refund is. Then I keep getting an auto-response to my emails saying they haven't heard anything from me would I like further assistance?? No one is responding to the actual queries in my emails.