Tfg pathetic service

I'm writing a report on tfg the fix store, I had placed a order on the 22 March 2022, from the time my payment was made, I had not received any emails with regards to my package, my package was suppose to arrive on Tuesday (28th march) yet it did not arrive to store for pick up. I then called tfg online customer care on the 29th to say my tracking details says parcel hijacked why has nobody made contact with me. They said they just saw it now and will make a query and note and will get back to me. Nobody got back to me, everyday I phoned them and all I'm hearing is you going to get a refund, however refund is not being made and it's all empty promises. Today again I decided to comment on their Instagram post and was very quick to get a respond. They only comment to show the public they so helpful, yet I messaged so many times no response till I took it to social media. The social media department had said someone will contact me and the matter will be resolved today, however once again nobody called me. Tfg is keeping my money and not giving me my refund, please could you esculate this matter and help people who are about to make a mistake and order from tfg the fix, as I noticed this isn't the first time this happened. I've seen many comments that people are still awaiting on their refunds from last year.