I didn't get my refund

On the 1st of November i order online at Steers using voucher the voucher was redeemed yet the transaction didn't processed, i went to Mdantsane Kuyasa where i made my order to i tell them what happened they say they have nothing to with online purchases, they i wrote email to Steers about my refund they gave me case number then when i asked them about my refund they ignored my email since today i didn't get my refund at Steers