Not delivering stuff ordered two weeks ago

I'v placed my order for a washing machine on the 7th of July. It was supposed to be for my mother's birthday on the 15th. Well its the 19th and still no washing machine. This is NOT OK. When I asked them about it a day ago they said they need to follow up with their operations team. They've had the entire Friday to follow up. It's a simple phone call aND I'm still waiting. I can unfortunately wait no longer. I want a refund in full please. Immediately. To my card. I need to get this urgently and loot is not delivering.