Poor customer services and delivering incomplete order .

I placed an order and paid for 2 items for the 19th of August . My order number is ***. Only 1 out of the 2 items were delivered. I called on the 22nd and the lady confirmed that only one item was delivered and they will refund me . Till today! No refund received. I tried to reach out on their social media accounts but no response. My gift was less special because of the missing order. Poor customer services! No explanation even.