Bad service

On 23 January, we purchased a medical care bed online from Holt Solutions. Delivery was to take place within a week and we cleared the bedroom of my elderly mom on the day. The bed did not arrive. The sales consultant (who seems to be the only point of contact at the company), sent us the driver name and registration number, but no tracking number. There was no delivery or attempt to deliver and the driver did not respond to any calls. We received no updates and no calls or hooting to alert us that they were there. In that same week we received multiple other deliveries, as we were at home all the time. The consultant stopped responding to our queries, and didn't give us any feedback. By then we had thought that it was an online **** and on 5 February went to the police to lay a charge of online *****. At the station, the station commander phoned them and they answered (they didn't know the police's number). They claimed they had tried to deliver twice, but to date can not provide any proof. They then said they would process a refund according to their refund policy, which has not been received. The policy is related to delivered items. So we have now been waiting for almost a month for a refund, with no response to requests on when this will happen. If we have not received the refund by the end of this week (7 March), we will proceed with laying charges. Be warned, that they do not care.