online shopping

I place my order on 25 March 2023 Alcohol and food was made aware that my order will be split as normal waited the whole week only one order was delivered on the 3th of April alcohol part and I waited for the food I called and email numerous times without any feedback until on the 11th I requested for refund since I had to re- buy the food as was necessary until today I have not receive any feedback when I call am being ask the same question and one respond "will escalate it to right department" am getting fed up and this is not the first time I encounter such problem last I had to wait for my order for 3 weeks.