Order not received and refund not done

My partner bought at Steers on the 16 October 2021 at 20:27 for an amount of R 179.90 through the Steers app, since that day she hasn't received the order. We have made attempts to contact the Steers head office and the store for assistance but with no luck. We have been to the store several times and spoke to the store manager whom he promised to refund us but that has never happened. The head office called requesting the bank statement but no assistance.