Bad bad service at reliable store

I bought a item on 22 March 2022 and paid for it in full. Up to today 19 May 2022 I have not received any delivery. I managed to get hold of them via email and every time it is another excuse. Mostly the item was out of stock, and when I request a refund, the stock was allocated and they are in process of allocating a tracking nr for me. Should I however whish to cancell, a 35% fee will be deducted from the paid amount. Although their terms and conditions state if you are not satisfied with a product and whish to return it, the 35% will be applicable. In my case I have received nothing and they want 35% for no service rendered at all which according to me is ****************. I decided to buy the item on Amazon two weeks back and it was already delivered Monday this week. I do regular online shoping but have never in my life encountered such a bad service as this.