Poor customer service

I placed an order online on the 22nd of December 2025, I have not received my parcel and no one has ever called me to update me what is really going on. I recently sent an email trying to track my order and what they said is not true, they said the driver tried to deliver but he couldn't I gave them my correct email address, physical addres  and contact number. I requested for the parcel to be delivered at Umlazi Mega City Fefinery , the lady who was assisting said that's a long process for them. I then requested for a refund but I have not received my money.