Shopify complaint: Order from Indaviage not delivered nor refunded Order 1394

This is one of Shopify’s companies. This is latest I have sent to them:

On Nov. 26 I ordered a SweeperBot Automatic Robot Vacuum Cleaner for $99.95. By mistake 2 SweeperBot Automatic Robot Vacuum Cleaner were charged to my credit card. I immediately cancelled the half-priced one and received this conformation. “

“ It looks like there was an error on our end and the refund wasn’t processed. The second vacuum was also accidentally shipped. I’m going to go ahead and process the refund for sure this time, and you can keep the second vacuum, as a sorry for the trouble. So you will receive two vacuums for the price of one. Thank you for your patience Ian!
Best,
Sophia
www.tribefinds.com “

Since then the refund has not been put back and I have not received either vacuum cleaners. I have sent many e-mails since but the last one was not delivered.
I sincerely hope this company is a reputable firm and not a scam phoney one.

Order 1394. Tracking LO575381876CN