Online order not delivered, its been almost a month

I do not know where to go at this moment. Clicks is not refunding me for an online order I made on 07 February 2025 and the item was never delivered. Ive made calls to their call center. ive written emails. i was advised i was going to be refunded in 5 days. i made a call yesterday, 7 days after, i was advised the person who assisted me will follow up with finance and get back to me before the end of business yesterday. So far I have received no feedback. Ive now followed up with an email. what a horrible experience. this is not the first time ordering online and i have always received my order on time. I do not know what is really going on this time as no one wants to assist me