Boardmans online - no delivery, no refund

I placed and paid for an order with Boardmans online 04.12.2015. I received an email stating my order will be delivered 07.12.2015.It never arrived. On the 8th when I queried the delivery I was given different courier company details of which i contacted all of them, yet no one had my parcel and Boardmans was never able to give me a waybill number. I eventually requested the order to be cancelled and refunded as no one at Boardmans could tell me where the delivery was. On the 8th of December Itumeleng at Boardmans confirmed that i would receive my refund no later than 16.12.2015 as she confirmed this with her manager. On the 11th I phoned to follow up and spoke to Sipho who stated that no refund was requested and he escalated the case. Today, 17.12.2018, I do not have the refund or the delivery and Boardmans cannot tell me when I will get the refund as they have \many clients who are waiting for refunds". I spoke to the department manager"