Say it creatively - Empty Promises and lacks integrity

I would like to share my experience with Say it creatively - online gift shop! I placed an order for my wedding anniversary gift, on the 29th of November 2022. I followed their order instructions as per their website and ordered the Personalized Photo Block (Order 10682) and sent proof of payment (Amount paid incl delivery fee - R325) through to the email address as indicated by the instructions! That was on the 29th of November 2022 - Janelle confirmed as received and advised me that one of their designers will contact me shortly. I have asked on the 2nd of December 2022 if I could change the photo, which Janelle okayed and I resent a new pic on the 5th of December 2022. Janelle replied with confirmation of receiving it. Since then I have not received the item / photo block (order 10682). Which I requested to be refunded as the anniversary was in Dec 2022 and it's now January 2023. I sent Janelle my banking details and I am now so frustrated, I feel I was SCAMMED by this company! There has never been an apology, an excuse for the delay or any explanation as to what's going ON and why I am not receiving service from them - only when I enquire, Janelle will respond. I have been in contact with them as follows, via email: [email protected] and [email protected] 29 Nov 2022, 02 Dec 2022, 05 Dec 2022, 08 Dec 2022, 09 Dec 2022, 20 Dec 2022, 29 Dec 2022, 09 Jan 2023, 17 Jan 2023, 24 Jan 2023 - Janelle emailed with the following, We will process refund by end of this week @ 10h56am Today is the 1st of February 2023 and still no refund. I am at my wits end with this matter - I am being unfairly treated and don't deserve it! Herewith more details of the company - Www.sayitcreative.co.za Phone: +27 (0) 061 121 5934 Watsapp: 074 585 1629 Please help me!!!!!