Disgusted by the service

I ordered online for the 1st time thinking this is a reputable company but since 11 June 2025 there is no ordered deliverd i have used the contact details from the website no one seems to help. I would like a refund from the purchase since a POP of immediate payment was sent to the office. In such a desperate time this is pathetic service. I have a sick child with a heart condition and was unable to get to a store.