Terrible service!

I ordered online on 9th jan for delivery between 2pm-5pm. At 6pm, I had still not received my order, nor any communication from the store regarding any delays. I called the store who then told me that the drivers are delayed. By 6.30pm, I called the store to cancel my order since it was too late. I was told a refund would be processed top my card. I followed up 3 times but have still not received my refund! 5 working days have passed! This is ridiculous service! I want my money back!!