Frustrating and poor service from Leroy Merlin Online Marketplace

I'm writing this with disappointment, I ordered a product from Leroy Merlin Online Marketplace on the 13th of November till today I haven't received my order. When I enquire I was told they couldn't deliver my order due to delivery address missing also they couldn't get hold of me. Whereas I never missed any call and my phone it's always on. I did provide all the requested additional information but still my delivery it's not delivered. The refund portal doesn't work I wanted to initiate refund so that I can buy the product somewhere as it was meant to be a present for someone and the occasion have passed.