Horrible service from cotton on online

I placed an order on 14 Dec 2022. I followed up a week later and was advised that the item I bought was out of stock and I should've have received an email advising of same and that a refund would be made and I would receive it within 4 days. I have not received an email or my refund.l followed up again and advised that I have bought the item in store and would love to get my refund and as the 4 days have long passed and I am losing patience and I was advised that this was done and I will receive it shortly. To date nothing has happened