Missing Order Part 2

[Jus-79]

Following the failed fulfilment of an order placed on the 17th of December, I've decided to move on from this purchase and initiate a refund process. Upon speaking to a team member on live chat, below was the response I received. It appears I would need to wait 5 weeks for the item to be tracked before the refund can be processed. Having already made multiple follow ups to determine it's whereabouts to no avail and now having been told to wait a further 5 weeks to cancel the order is unacceptable. Not only have I spent an unnecessarily long amount of time following this up, but to not have the goods potentially 2 months after I've paid for it is ridiculous. What a thoroughly disappointing process. I've never experienced post purchase service as poor as this in all my years. 

[SamsungLaura]

Good afternoon @Jus-79, I apologise for the experience you've had with your order and understand your frustration with the extensive delay. 

Please note your feedback has not gone unnoticed and will be passed on internally. Should you have any further questions, feel free to reach out. 

[Jus-79]

@SamsungLaura, what does passed on internally mean? This issue has been escalated numerous times and I've even tried to cancel the order to no avail. When can I expect an update on the order or the decency of at least a phone call?

[SamsungLaura]

Hi @Jus-79, by passed on internally, your message regarding the cancellation and process were passed on to the e-commerce team. 

As of today, I can see that our team were able to cancel the delivery.