Failure to deliver and refund money for non-delivery

Ordered 3 boxes of fluffies on the ASAP bottles app and never received the products. This query was submitted to PNP customer service on 23/03/22. I was promised a refund would happen and its the 21/04/22 and still nothing has been processed. After numerous calls to Pick 'n Pay and no feedback from there side the refund has not been processed yet.