Bad experience of ackermans online store

I'm so disappointed in Ackermans online..I made an online order on the 2nd of August 2024 today it is the 16th August I still haven't received my order they send me from pillar to post..they don't tell me what happened to my order..when I track it is still stucked on picked up on the 5th August I called the online store many times everyday they don't tell me what it wrong they keep on saying they escalating the matter but they don't get back to be sent emails with no response...I want a refund as it is unclear what happened to my order