Rip-off

I placed an order with this company on the 23 July 2019, the claim delivery is 14 days, I called after 14 days, they requested I be please give another week, more than a week later I am required to give a further week. So I requested a refund only to be told that whey will not refund delivery, but i don't have the product so why should i pay for delivery that is never made?