Order wasn’t received but no refund is made available

This service is pathetic; it’s not the first time I’ve had an issue and since I’m unwell and unable to go get an order myself for my parents, I was forced to use them again. And just as I expected my order never arrived and they aren’t providing a refund, I’m getting the same automated message from their support desk which seems like a robot. How are these guys still in business, I’m so upset right now, they are pathetic.