Order not received, no assistance

I placed an order on 20 May, set to be delivered in 3-4 days. more than a week later still no delivery, the call center cannot give an ETA, they say they send escalations but no one contacts me from the escalations created. All I receive are emails saying "complaints resolved". I called to request a refund and they said it's the same "I'll escalate" process. I definitely do not recommend this brand to anyone, biggest waste of my time.