Online order not received,can we be refunded our money

We ordered our groceries online on the 27th of November at Game stores....They said some of the items we ordered we not available so they will refund us the monry which they did though it took some days.Now we had the problem with their delivery guy who would call after 8 pm and say he is on his way to deliver.We couldnt accept the delivery that late,we told the delivery guy to come back tomorrow early.Following day was the same story the guy called after 8pm again saying he was on the way and we couldnt accept the delivery that late...The guys stopped delivering our groceries a week passed and we called the Game online team they said they dont have a say on their delivery team.Now after 2 full weeks of waiting for our groceries we ended up cancelling the order and requested our money back but the Game people dont want to redund us.They say they will call us but never call,when we call them they say they havw escalated the matter...Till today our money has not been refunded,please help