Complaint Review: Doxy Lingerie

I placed an order for a Halloween costume A LONG TIME AGO. They charged my Mastercard immediately. They ADMITTEDLY never sent my order (which was in stock). After more than a dozen emails were sent to Doxy (only 1 or 2 of which were actually replied to), they agreed to refund my money or offer credit for my purchase. I requested other items be sent as replacements for my order, but never received a reply to my request or the items I requested. After several more emails were sent to Doxy (once again with only 1 or 2 being replied to), I asked that they just refund my money because I was tired of getting the runaround. They never issued a refund as they agreed, which can be and has been confirmed, and I have continuously emailed their customer service, still only receiving a few replies total to my dozens and dozens of emails sent. I just want the money I paid for the items I never received. Why is it so difficult for Doxy to refund one person's payment for items they ADMITTEDLY never sent, especially if they supposedly fill 30,000 orders annually? I have kept track of the emails I have sent and those I have received in response. They said they'd give me back my money....it has been almost TWO YEARS!!!!!

Cat
San Antonio, Texas
U.S.A.