BAD COMMUNICATION & BAD CUSTOMER SERVICE

A month back I've made a booking with Annie's I even went to view the place before even making any payments. The person I was speaking to all the time lacks good customer service, I had to constantly remind her to send me quotations to make payments and eventually she ended up sending it then I made payments but unfortunately I couldn't continue with visiting their site because my ***friend had to leave the country around those booked times then Immediately I enquired about cancellation. She had said that there was going to be a chargeable fee and refunds should be done in 7-14 working days and I did question that why am I being charged cancellation fees if it's not even above 14 days of cancellation then the lady said she was going to find out from accounts and revert. 2 days post our conversation without any feedback I then sent her a message to ask for the promised feedback and she then told me about 7- 14 days of refund of which that wasn't my question. Alright , the lady spoke about refunds and yet did not even ask for my banking details and had to volunteer to give them out. The following day I asked again that what was the agreement with accounts with regards to cancellation fee an that I was still awaiting that communication and she told me that they were not going to charge me and on that day they were processing refunds. I waited post 48 hours without any reflection of money on my acc and went back to her to say I did not receive any money then she said she was going to investigate. Again , I had to follow up to say what is the feedback then she told me they actually did not refund me and I am going to amend the refund on Monday (Yesterday) and up to this time the money is not received. I am extremely disappointed at how Annie's lacked good communication and that I constantly had to beg for feedback all the time and that it's post 14 days of their turn around time and I haven't received any refund but excuses. I was honestly considering them for a mini outing I have with my girls but after this I just want nothing to do with Annie's PERIOD