Utterly disappointed and appalled by the service

I bought two dresses and two pairs of shoes for my daughter on the 15 December 2020, till to date I have not received the items. I have been escalating the matter to the Zara team and I have been getting generic response for all the times I have tried to find out when will I receive the items I bought.

I am utterly disappointed and appalled by the service I have been subjected to by Zara and I don't think I will be buying anything from them anytime soon. All I want is my money back as I am not interested in the items anymore, please assist me.