Worst customer service experience ever!!!

Placed an order on the 9th of March that wasn’t delivered, received an email saying delivery had been moved to 23rd of March but that date came and went with no delivery & no update from Zara, contacted them through the Chat bot & they said they’re still looking into the matter but won’t send an email or refund me!!! I’m so disappointed in their ******* customer service! I should get my money back while they sort out their own issues… don’t even bother ordering online, if something goes wrong you’re on your own… no updates nothing