Parcel missing no help from Banggood

Im not sure how these guys work but i cant seem to get a refund back for parcels not delivered i just get the same answer parcel is in my country but i have spoken to Buffalo Express and am told it has not left China but always the same answer ***. Its been nearly a month and its supposed to be delivered in 15 days cut they cannot even pick up the phone to check the parcel they always refer to the tracking info which has been the same for more than 20 days status CLEARED But this has been done and still no solution had been found Order Number:***9 Shipped Jul/24/2019 00:49:27 RECIEVED Order Number:***1 Shipped Jul/24/2019 00:49:49 NOT RECIEVED