No order received and struggling to get a refund!

Ordered shoes online and three weeks later I still did not receive my order. When I called to enquire no one knew where my order was and the person I spoke to tried to get away by saying my order was delivered which was a lie. Two days after my enquiry I got an email saying my order (4pairs of shoes) was ****** and they will be refunding me in 4 days.Today its 6 days later and I still haven't received my refund! Really disappointed