Most terrible customer service ever!

Would have given 0 stars of possible. Went to the shop and wanted to buy a shirt, but they didn't have the size I wanted in stock, so the lady told me to search for it online. So I did. I ordered and paid for a medium in black, because the medium in white was out of stock online as well.

THEN they let me know, no, they don't know what happened, the system must have glitched but they don't have stock of what I purchased. Confused, I accepted it and since they gave me the option of a refund, I took it. The shirt was supposed to be gift. I patiently waited for my refund, until it took more than a week. (They said 10 working days then I will have P.O.P). I started mailing them, every day, to ask what's taking so long... Whether they can fast track the refund since I need to buy a replacement gift with that money... Nothing. No answer. I phoned the store because there are no contact numbers for them anywhere and I got the number for "production". Spoke to a lady who said she will sort it out today. I still have not received my refund and I'm livid. THIEVERY!