Shien's online service is terrible

I have placed a big order with Shein on 3 December 2023. I have received my tracking number, but when I click on it, it says my order has been delivered. However, I have not received my order. I have sent more than ten e-mails, sent them whatsapps to inquire but gets little or none respons from them. At one point they said they will send me a refund form, but I have not received anything yet. It is a nightmare to speak to them over the phone as it is so noisy on their side that I can hardly hear what they are saying. I am so desperate to get any service from them.