Order did not arrive and No Refund

I placed an order on the Spar2u app for a box of Moscato at Tops Park Square in Umhlanga and I didn't get that it was not deliverd to me,I then contacted customer care straight using the app i explained and someone responded the next day via an email "Thank you for your email and for sharing your experience with us. We will certainly take this matter up with the store, who in turn will revert back to you.".....Till today i am still waiting I even went to the physical shop and the store manager said refunds takes about 7 working days but its been months now No refund has been done.