No delivery no refund nothing.

I placed an order for my anniversary for same day delivery, nothing was delivered. When I called I was told due to delivery delays it will be the next day (which is pointless) anyway next day still no delivery. I then call to cancel and request a refund on the 3rd November: til today I have not received my refund and they cannot send any proof of payment. Every day I request proof and no one can send it; I keep getting told they need to request proof but how can it take 2 weeks for proof of payment to be sent unless no refund was made. This is not a small amount yet they taking their own sweet time. I never received any email confirming my order was cancelled and a refund was requested yet they insist it was already done. I need answers now yet you guys are so useless and cannot assist in anyway