Poor service and communication

I ordered something months ago and despite the lockdown it should have been delivered as it's an essential item I can purchase from a store. I was only told i would receive a tracking number but no further replies from my following emails when the weeks passed. Really disappointed as I NEED what I ordered. I dont even really want the refund, I just want the items I ordered. Please help! If its going to take any longer then I will need the refund to buy it from a store!