Bad Service, Order Not Received

Hi Placed an order for a carpet, No tracking information on my app, no calls from Superbalist, but now the order status says its been delivered, I have called Superbalist and emailed them but no response since the 14th March, its now the 21st. I want to know where this order was delivered and its been paid for.

I want my refund because I have been a client for over 5years and now they not responding to my emails and I am not getting any response.