Poor service from such a big brand.

If I could give a zero rating I would. I have been waiting for my parcel to be delivered only to be told only after I made contact that the parcel is missing and they would be no delivery. It showed a delivery date on the tracker and once I realized that it is nearing the end of the day and I have not been contacted, I decided to call. I was then told that there would be an investigation. Today MEL or Melanie or whatever her name is, flat out refused to give me her full name, was beyond rude, and kept speaking over me. She actually aggravated the situation by speaking to me as if she is a robot and reading a script. I was then told that there will be a refund that will be paid back in, wait for it, 7 to 10 days. So, not only am I not receiving my parcel but, I'm also in a situation where I am unable to get something else because Puma has decided to keep my money for another week, just because they can. This is truly pathetic from such a big brand. What's messed up is on the same date I made the order, I also ordered from a different online store and received it within 48 hours. And now, since the call with Mel, I have not received feedback from her managers or anything in writing confirming my refund and when it will be paid. I guess Puma is so big that they really don't care about the little people