Very bad service from Arc online store

Extremely disappointed with Arc online store. Purchased 2 products on the 29.09.2025 and have still not received my order. I did enquire about the status of my order twice. I received feedback however very poor clarity. Arc store has not contacted me with further updates till now. So disappointed with the online store service because nobody can give me an answer as to what happened with my order. I also attempted to call the help line number x 2. I've had to hold on forever and did not manage to speak to a consultant. I requested for them to cancel the order and give me a refund.