Game Online Store offers poor service to customers

I wrote a review about Game online store and how poor their service is. I got a private reply stating that they will attend to my Refund matter and give me feedback but even yesterday when I call them I'm getting the same respond that they are waiting for Game Cradlestone Online team to confirm so that Head office can process my Refund. This has going on for so long, I placed an order on the 17th November 2020, they could not deliver what I ordered. Now what I'm asking is my money back cause they failed to deliver what I wanted, I'm tried of hearing confirmation stories everyday when I call. Please help me get my money back.