Poor Service/ No communication

I'm not happy with the service delivery 😡 I placed an order for a banner on the 10th of January, they requested artwork which I sent via WeTransfer. No communication again from them, then I emailed on the 28th January to enquire what the update on my order was, their reply was our printer packed up but they are busy printing my order. No apologies about it, up until today I haven't received my order or even an update about my order. This is pathetic service. I would like to request a refund as the banner is not needed anymore