Refund for the bag that was not delivered

Hi , I bought 4 items online which was two skirts and requested them in black but received brown, a shawl and I bought also prada bag but it was not in the package and I contacted them regarding the bag and they insisted that it was in the package and they end up saying they will refund me but up to date they no longer answer my calls and told me not to but from their shop as they don’t want such complaints. They are even rude