Parcel not received

I am not happy at all. I have order my parcel the 1 Sept. And every time there is an excuse. It is 3 months later and I still have not received my parcel. I needed my parcel ASAP. Everytime I just get a response that the ticket has been resolved but its not. I total understand the fact due to COVID that there might be a delay, but I also requested a refund but have not received any feedback whatsoever. I dont want a coupon voucher I want my money back ASAP or my parcel.