Item lost in transit,no replacement nor refund received

I made an online order on 8 June 2020. On 15 June 2020 I received an email stating that my order is on the way. I never received my order. After numerous calls made to them, I still didn't get any satisfaction. Someone then called me to say my order was lost in transit and that they will provide me with a replacement item. After also a few weeks that someone called me again to tell me that she hasn't received any feedback from their finance department, so I asked for a refund. I am still waiting for my refund.