Poor service, poor responce and poor structure

I ordered and paid for skin products from thier instagram page on the 10th of july. I have not received the products,when I call them for feedback they tell me that they receive 50 messages a day they dont remember me and they will come back to me. Im still waiting on them and i requested a refund but its been unsuccessful.. Im very disappointed, no client wants to know that they are least important and response/communications very poor