Order never received and want my refund

On the 28 August I ordered glasses online @ home. Order no: P***, 10 September I get a call that the order is ready for collection at sportscene northgate, I went there the same date to collect, only to be told there is no order that they received. I called tfg to inquire and they advised that they will record the order as missing and process a refund. 18 September I call to check if the refund was processed and I’m being told to call pargo and pargo says I need to call tfg. All I want is my refund and I won’t recommend anyone to do online shopping with tfg. They are ***** and using useless systems that can’t even tell who signed for a delivery