Hello Peter, I writing this to ask for assistance with regards to an order that had not been delivered by makro and ive been waiting for months now

Hello Peter, I writing this to ask for assistance with regards to an order that had not been delivered by makro and ive been waiting for months now. I have sent multiple emails and my mother has called them even went to the store to inquire about this matter however they never seem to get back to us. And just this week, I received an email saying they are going to refund me but I dont what one nor did I ask for one. Could you please help ?