Online order gone wrong

I ordered a book through Amazon from the shipping company in April. I was informed that the book would arrive but June 8. Nothing arrived and I contacted the company and I was told that they don't know what has happened but have shipped another book for me. Until today I have not received the book and so I requested for a refund on the 22nd of July and nothing has been sent to my account until I contacted them again this morning for an answer. I feel like I have been ****med..