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Refund - JD Sports

I have been trying to get a refund for goods I didn't receive since January!! My item showed it was in transit to a store (and still does) but when I spoke to customer service they said the store have it. Go to the store they say they haven't got it and contact customer service. Round and round I go. Latest I've been told is this won't be able to be resolved until stores reopen. Sick of waiting and I just want a refund. What can I do? Can I escalate this?
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