Order not received 2 weeks later with no proper communication

I ordered a bed and matress protector from Everyshop on the 10th July 2022 and I received a partial delivery of my order which is a mattress protector the other item which is a queen size bed has not been delivered till foray. I am told that it is out of stock but no other explanation as too are they going to refund me or if they are waiting for stock etc. The issue has been escalated but no one from Escalation has contacted me as yet. This is quite disappointing that I have to chase around for my order and had I not called and asked no one would have bothered to let me know what's happening. The service is absolutely terrible.