I had ordered a food bag in June 2018 but it never...

I had ordered a food bag in June 2018 but it never got delivered (apparantly Royal Mail never left a card and the order was sent back). I had been in touch with customer service and was promissed to get an email back. Unfortunately this never happened. After a few days I called back and it was promissed to get a refund. The refund was paid to a credit card I had cancelled (to be fair which was used as payment on the order). I contacted them again and spoke to Keiran. It was said I had to sort this out myself with American Express. I contacted American Express but their answer was that I can't do this myself and that Fruugo had to contact American Express. I contacted Keiran again (passing him all the details including phone number) but I had a reply back that I had do it myself (which is not possible). So 5 months down the line I never had my order nor a refund.