Shocking Service from TheDripConnect

I placed an order at TheDripConnect on the 1st of July. I was told that the payment process takes 48 hours after which the order will be allocated for dispatch within the next 3-5 days. I tried to contact their administrator to find out how far my order was and I received little to no assistance. For three weeks I tried contacting them to find out how far along the process was and I received nothing but a request for me to apply for a refund if I am unhappy with their service. I eventually decided to apply for a refund last Wednesday because I would not be receiving my order any time soon. I have now waited for nearly a week to be refunded my money. At the moment TheDripConnect has my money and my order and hasn’t given me either. Is COVID-19 impacting them so heavily that they are unable to handle the complaint of one customer within the period of a month?