ZARA (online) HAS THE WORST SERVICE EVER!!!

ZARA gave me, still is, giving me the WORST SERVICE ever!!!

I placed an online order on the 22nd December 2021, up until today I haven't received it. The delivery date was changed 2 times, I waited and both dates passed. Up until today I still have not received my order. ZARA has been completely silent, everytime I have to be the one following up with them, but still, no progress. One moment I am told that the order is still at the warehouse, an hour later I am told that the order is waiting to be picked up by the courier, the next hour it is being package. Upon asking for a cancellation and getting refunded, I am told that I wont be able to.

I am really frustrated because there is no progress, I keep getting told to wait 48hours for my matter to be reviewed internally.