Terrible service

So we found out that we can actually finally get thick fiber when we saw the Instagram page. We would message asking questions and the lady would reply with one word answers a day or so later. We still placed an order online and was told it would be delivered in 2/3 days. We did put my wife’s number on the order and we were messaging her from my number to ask her about delivery because we are in Cape Town and they are based on Sandton. We thought it was odd that it would take 2 days given the distance but the lady we spoke to was quite convincing. She kept saying a later day and so we tracked the parcel ourselves and it was still in Johannesburg. We called her everyday for a week. She did not follow up on the product and finally yesterday we had enough. We called her and she was always rude as usual and very annoying. She said that the couriers already told her they had delivered it but we received nothing. We asked her for a refund which she had to do because she could not track the parcel. I am so disappointed by the way this works and by the way we were spoken to and treated. There was no customer service etiquette at all and we felt very bad so my wife gave her a piece of her mind. I would like this to be sorted if it’s possible because I’d hate someone else losing out on their self esteem because of this lady’s unprofessionalism.