Worst Experience

I purchased a gift on 07 Nov 2021, it was supposed to be delivered 07 December. I asked on 10 December when will I get my item and they said 1st week of January 2022. I accepted the delay and again asked +- 7 January when will i get my purchase and they simply apologised for the inconvenience without confirming any dates. All calls have a voice message that they can only be reached through email. I emailed 5 times after the 7th every week or 2nd week and started demanding a refund. It's te 7th of Feb still no package or any confirmation that they'll process a refund. Next step is going to my lawyer. This is really the worst online shop experience I've ever had.