Zando Complaints departement fails at Customer Service

Zando fails at customer service excellence. I requested a refund due to an item being out of stock on the 18/12/2019 and up to date my refund has not been paid. I even escalated to complaints but all they say is that it has been sent to the finance department. They do not even give you a turn around time or even inform you it has been escalated. The business is always keen to take your money for services rendered but when it comes to refunds and escalations it is a complete failure. It shows they do not have value you as a customer at all no matter what the value is, they are not willing to go the extra mile.