Promises Promises Promises...nothing delivered since November 2020

I ordered a phone in beginning of November 2020 for my son's birthday which was mid-December, all was well because this was way before his birthday, well it is February the 16th 2021 and still no sign of receiving my order. I am the one who always have to sit on the phone the whole day asking about the status. I have now requested for a refund, well I don't even know if they are capable of processing that. I have absolutely lost hope with this company