Order not received - Escalation to Consumer Goods and Services Ombudman

I placed two orders on Sunday evening , 6th Sept. The orders said delivered but I have not received it. I then went immediately to report this. I am still waiting on my refund, it’s been 7 working days.

I went through to customer support , the one guy says it was refunded however the other says it cannot be refund.

I am not happy about this and will be taking this further to the consumer goods and service ombudsman.