Online purchase

I bought sneakers online on the 29th of November 2025, received a tracking number but was never contacted by the delivery company, only to be sent an email that the delivery person cannot get a hold of me but I am certain that I never received a call. I proceeded to give them my contact number again but only for them to tell me the order was returned back to the warehouse, I then asked for a voucher or refund so I can go in store to buy the sneakers but they said I can’t pick up an online purchase but they will give me a refund, that was on 13 December which I have not received now they are sending me a refund receipt which has a R0.00 refund. I don’t understand what this means and also how can just one easy process be delayed so much. I am very frustrated at this point by their service.