Poor Service

My husband placed an order on the 11th of February order #SH22104ZA. To date said order has not arrived and cannot be tracked via UPS as the warehouse says they have not received it from DW. he has tried multiple times now to get assistance via the customer service portal (Ticket #***) and each time is told they are looking into finding his order blah blah. He has asked for a refund twice and they seem to be ignoring his request. How can it be 3 weeks later he still hasn't received the order and is now being ignore when he asks for a refund? Please refund us we no longer want to wait for this order, its now long past 3-5 business days!!!!! What kind of service is this?