Missing order - no accountability or answers !!!

I ordered items in February and I am still waiting for them to be delivered. This was pre- COVID !!! I am unable to contact anyone telephonically nor am I able to get any answers on the numerous emails sent but just the following standard reply.

I understand your disappointment and honestly would not feel any differently.

I have emailed our operations team, who deals with this international supplier and courier and hope to find answers to provide clarity.

Once again, we are really sorry for any inconvenience caused and thank you for your understanding.

In the meantime they still have my money and I am unable to get any answers from them !