Taking a customers' money and not giving them a product in return is called *****ing

I recently bought a Kenwood mixer online from Woolies. They delivered the incorrect colour but came back to fetch it and agreed to source the correct colour. They found one at a branch and asked if I could collect it which I agreed to. As I had done an online purchase and the replacement was instore they said they would send me a refund voucher via sms to enable me to collect it. It has now been 6 weeks since the initial transaction and despite numerous promises I have not received the refund voucher. Initially the customer service specialist contacted me regularly saying she was following up and the voucher would be processed. For the past two weeks I have heard nothing and they are not responding to my messages. Taking a customers' money and not giving them the product in return is called *****ing.