Wow.....I would call the customer service number on the website if u ordered online. Your name and how u paid should be in their system, and they can help find your order. If ordered in-store, I would talk with the store manager and bring some kind of proof u ordered it, like a bank or credit card statement, especially if u want a refund, if it was ever even charged to your account to begin with.
Did they take the money out of your account?? If so call them.. they should at least have your info in the system if you're card was ran.. and if they don't.. call your bank and let them know.. they will make them show proof of delivery and if they can't prove it there bank will give your money back to you
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