Refund claim back

Nikkiwebbo90

So my issue is I purchased a bottle of perfume from "The Fragrance Shop" on 22/12/20 and it was due to arrive on the 24/12/20, I in fact received and empty box and the perfume had been stolen between leaving there warehouse and coming to me. I raised a complaint with them straight away and was told an investigation would take 30 days. It's been over the 30 days now and upon me sending numerous emails asking what's going on and now because it's been so long I just want a refund instead of a replacement  of the item, they're giving me excuses as to their "couriers" royal mail are the ones causing the delay in not responding to The Fragrance Shops investigation. 
After hearing from many others the same thing I'm dubious that I'm ever going to receive my money back, I'm just going to keep being fed excuse after excuse. 
I've waited the 30 days and more, where do I stand on this? How do I take it further, I want my money back and to end any relation to the company as I find the customer service from them atrocious.

Please help and advise as to what I should do? 

JJ_Egan

So so send them an LBA  letter Before Action/ Claim  google for templates.