Terrible Customer Service - Online Purchases - 2 Months and still waiting for refund

Placed an online order on 28th of November 2018. Almost two months later after cancelling my order I still do not have a refund on my credit card. Dealing with the callcentre is extremely painful as somehow they don't have direct contact with the courier company and said I had to wait until the courier company one day delivers my products and then ask them to send it back. Then I could apply for refund? Two monhts later the courier company has still not arrived and I still don't have a refund.