Appalling service

I bought underwear online and opted for a Click and collect from one of the Pargo stores. I went to go and check my order on the 12.11.2024 and when i got there, i was told that it had not been delivered. They took my number and said they will call me once its ready. I never received a call. I logged a complaint via email and was contacted by a lady who had told me my order has been returned to the warehouse and would call me back to provide my refund. To my horror, I still havent been contacted and it has been more than 10 working days now, still nothing. Im appalled this service i received and still dont have my order nor my money