Bad service delivery

I was told my order BAFZTUNBX was dispatches on Friday 11 October2024. When I asked for the tracking number, nobody knew what I was talking about. When I asked to speak to the Manager, I was it on hold for 20min.i had to disconnect. I did leave a message to contact me, but nobody did. Their service is very bad. Now I am requesting for my money to be returned. God help me with this part.