False advertise and no delivery of paid items

Pathetic service. My oder was paid for on the 30 Nov 2020, since then I do not get responses on my enquiries. I sent countless messages on their watsapp nr,I sent emails and still no reply. I have tried phoning them and not once do they come back to the messages I leave on the phone. I have not received my order till this day. If they cannot deliver my item, then why do they not refund me.