Paid for product, didnt receive it.

Ordered a gift for a colleague on 18 Feb. Have been in touch with customer care regarding the delivery of the product and they have since marked my query as resolved when i have not taken delivery of the parcel nor have they been able to provide me any concrete update on the arrival of my package.

I asked for a refund but my request was ignored. I have asked for this matter to be escalated but no response since. Shocking serivce.