"I don't receive my refund"

I placed an order in November 2024 for about 370 pounds and got a refund for being out of stock and I waited a week to call them and they were just stressing the order had been refunded,So I had to wait, and after another week I called them again and they gave me the same answer, asking me to ask the bank, I asked the bank, the bank said it had not received their refund, I thought I would have to wait a long time, and over time I forgot about the refund, but today I suddenly remembered that more than 370 pounds is not a small amount, this store has a physical store. However, on their website, many goods can be added to the shopping cart and placed an order, and some can even be placed when they are out of stock, which is strange. In short, my experience is very bad