Business ProfileforTru Kids Brands

I placed an order from this company back in December that says it was delivered on January 3 but never arrived. When I contacted them, it took 20 days for the customer service to even get back to me. The only way to contact someone is through email, and I emailed twice, so I didn’t know if the company was going to get back to me or not, so I started a dispute with my bank. Then, a few days later, the company finally emailed me back and offered to credit me back for the package, so I accepted and canceled my dispute. The email told me the refund could take up to 10 business days to reflect on my account, so after those 10 days, I contacted them and let them know I still hadn’t received the refund. They responded, “Thank you for contacting ToysRUs.com. The refund has been issued, but it failed. Our records indicate that the charge was disputed on January 25, 2024. Please contact the issuing bank for further assistance.” I contacted my bank again to make sure the dispute was successfully canceled and was told it was. I was also told the merchant shouldn’t be experiencing problems refunding the money since the dispute was canceled, so I contacted them again with this information, only to be replied to with, “Thank you for contacting toysrus.com. We have researched the order in question and concluded that we are unable to credit your merchandise.” It’s been 4 months since I placed that order. Order#*************