Bad customer service

I placed an online order for some items with them in January 2021. I only started receiving some of my items in April 2021. The outstanding items was never received. Every time I contacted them, they said the items were on order. Eventually in September they told me the had ordered the wrong items from their supplier and will re-order the items. At this point I requested a refund and completed the necessary paperwork. It is now the end of November 2021 and every week when I follow up about my refund I am told my request is with the GM for review, but they do not provide any feedback on this at all.