No refund and poor service

Bought some items online,some of my item were canceled after they have accepted my order due to them being out of stock...it's almost 3 weeks no refund has been made I then requested to return some of the items I bought at the store they couldn't take them because I bought them online I requested assistance to log in online abd request a refund they couldn't assist sent multiply emails because on their site i couldn't logged a refund enquire. Still they couldn't assist claiming some of the items wre bought on their marketplace (from their site) now I need to talk to their supplier of which they want me to pay them to collect what I'm returning...