Still no refund

I ordered on the 13th of January my order number MAK*** item is an air fryer 8l and on the 15th I got an email to say my order was cancelled and the refund will be made in 7-14 days, I called after 14 days to say I still have not received my refund and I was put on hold for 10 minutes and they told me they have escalated it and I must call after 72 hours I did call and I was put on hold again telling they still checking and they came back to and told me I must wait for another 72 hours they have escalated the matter it's now day 20 still nothing, I am so dissapointed for such a huge company to bahave such, they must just close the online shopping because they are failing customers dismally