LayUp does not respond to Queries within 24H as Auto-Response states - no response after 7 days

Below are auto-responses to my queries on 19 March 2024 to LayUp regarding non-delivery of my item after full payment made via their service - and requesting reversal of payment (full refund). No delivery still and no 24H response from LayUp to date as promised in their auto-response.

New Support Ticket Received - Online F 2f3a175f75 Inbox

Support @ LayUp *** via freshdesk.com Tue, Mar 19, 12:29 PM (7 days ago) to me

Dear ****

Thank you for contacting LayUp. We would like to acknowledge that we have received your request and a ticket has been created.

A support representative will be reviewing your request and will send you a personal response.(usually within 24 hours).

Thank you for your patience.

Sincerely, LayUp Customer Support Support Team

New Support Ticket Received - Undelivered Item Fully Paid - payment reversal possible? Inbox

Support @ LayUp *** via freshdesk.com Tue, Mar 19, 11:30 AM (7 days ago) to me

Dear ****

Thank you for contacting LayUp. We would like to acknowledge that we have received your request and a ticket has been created.

A support representative will be reviewing your request and will send you a personal response.(usually within 24 hours).

Thank you for your patience.

Sincerely, LayUp Customer Support Support Team