Poor online servive

On thr 18th July i ordered a Luella Bag and last week i made follow ups my parcel was handed over to Ram couriers and theypromised ill get the parcel last week I opted for refund while the parcel was still processed and they refused no one handled my case….. Today is the 7th August i still have received my parcel when i call thr couriers they lie about delivery the parcel its out for delivery till today