Bad customer service.. Bad communication

I paid for an order on the 24th of December 2020..I understand it was holidays but Today I still haven't received my order yet... I was told a week ago to come collect today.... Today I went to the shop still not ready.. I asked for a refund they Cant do that... I'm told to wait another 2 weeks before I receive my order..no call no for of communication from them about their delay..