Possible ****?

I ordered goods on 27 April 2020 and still had not received them by today 16 Sep 2020. After I enquired for 2nd time (no response the 1st time round) I received a message today that my parcel (which was never delivered) has not yet been returned to the seller and therefore they cannot refund me. Throughout the period the link where I was meant to track my order, also never worked. This looks like a ****