waiting for my money back

im highly disappointed with the work ethics from Nandos i made an online order from their website that didn't give an option weather i want the food delivered or collected amount was taken off my account didn't receive the food they tried getting hold of me they tell me il have my money back within 5 working days iv been for the past 4 weeks iv been getting calls from different people from nandos asking me iv got my money back and i keep replaying no and i dont know how many times iv emailed my statement still waiting...and now they even ignoring my Facebook messages that they were able to respond back to me from i even inboxd them this past Friday that im going to lay a complaint still this day no one responded