Terrible service

I ordered a padel racquet on 24/11/2025 and got an eta of 12/12/2025. Today is 17/12/2025 and I still have no order!!! Even worse, they refuse to help. Their customer care literally doesn’t care!!! They tell me to phone customs…how would customs know where my order is??? They refuse to refund me and have no idea where my order is. Seems they have ****** my money. The order was for my son’s Christmas present.