Not happy about the online services

I bought 2 items last year Nov, one was delivered damaged and the other was never delivered. I emailed them about the damaged item and they finally sent courier to collect. After numerous emails and attempts to reach them they refunded one item in Jan and I am still to date waiting for a refund of the second item. Each time I email I receive a call and tell them what happened and they always say they will get back to me till I email again asking for my refund