Have not received an order that was made on the 25/10/2023

I am really not happy this company , I have ordered from them before any issues and on the 25th I placed an order and I have not received my package I kept on asking them when I receive my package and out of the blue they offered me a refund and now i am busy chasing them for refund from the 20th of December, what is happening here am I being ****med?