GAP Marked My Baby Gift as Shipped, Then Said It Was Never Sent

I made my first-ever online purchase from GAP and ordered baby clothing. My order number is 3262969847214383. Even though my order shows as "shipped" as of 06/15/2026, the product never reached me in any way.
When the product didn't arrive, I called GAP customer service; they told me they would look into it and get back to me as soon as possible, but no response was ever given. When I called again the next day, I was told that they wouldn't be able to send the product and that a refund would be issued instead. If the product can't be sent, I want a reasonable explanation for why no notification was given by email or phone, and why the product still appears to be in stock on the site, showing as available for sale both on other websites and on GAP's own site.
This product was purchased as a gift, and for about a week now, I've neither received the product nor had my refund processed. I've been completely wronged throughout this process. I am specifically requesting a clear and reasonable explanation from someone with authority about why the product never reached me and why this process has gone the way it has, as well as a prompt refund and resolution to my complaint.