Delayed Order Processing with Gratis - Request for Resolution

My order has been in the "preparing" stage for 8 days now, and unfortunately, I am unable to initiate a return due to this delay. I find this situation to be quite disappointing. If the product is no longer available, it would be more appropriate to remove it from the site. Keeping my order on hold for 8 days without any update on when it will be delivered is incredibly frustrating, especially when I receive a survey as if the products have already arrived.
Is this really the level of customer service I can expect from a reputable brand like yours? I have no intention of ever shopping at Gratis again.