Zara delivery is a ****

Ordered 5 items from Zara on 27 December when their online sale started and since then I have not received my order from them after 11 working day ha. They said that the order would be delivered within 4-7 days and I have followed up numerous times with no luck because their online chat box service is *******. Since then 3 items have been removed from my cart and I’m told that a refund takes 10-14 days to be done and still no sign of the other 2 items I left. There is also no way of cancelling the order because the order has not yet reached me and it’s pointless to just receive 2 items when I wanted 5. Furthermore the things they said are out of stock are available under the ‘New Collection’ tab thus I don’t understand how it’s out of stock if they have stock of it. I am truly disgusted on their customer service and delivery service. This 1 start I gave them doesn’t even suffice the way I’m feeling about them right now