Order not received and refund not received 😕

I placed an order online and paid for it fully. I requested to pick-up my order at Game in West street Durban. I received an Sms to pick up the order, when I got there they said they don't have it there and they are out of stock. That was the 26 of January 2023 . I have been calling since that date nobody is able to help all they say give us your number we call you back and nobody does. I request that they refund me I am still waiting. My ordered goods are not forthcoming so is my refund. Pls help. Order number ' ***

Thank you