Online purchase that was never delivered since November 2020

I bought a pair of shoes on MRP online in November 2020 and the status was “ready to ship” from then up to this day. I sent their customer service emails and attached my bank statements as proof of payment but they haven’t came back to me. This is not how to treat a customer, they least they could have done was to respond to me and say something unlike keeping quiet even when I have sent them a detailed email with all the necessary documents and information. I want my money back.