Gratis Doesn't Send My Products,  Not Refunding!!

I placed an order at Gratis on July 3rd, and it is now July 26th. Despite multiple attempts to contact their customer service, I have neither received my order nor a refund. In my most recent conversation with Gratis, I was informed that a refund is impossible because the order status shows as "being prepared." This is unacceptable as it has been over 16 business days since I placed the order. This situation constitutes a clear breach of consumer rights and is indicative of fraudulent practices. I demand an immediate resolution to this issue, including a full refund and appropriate compensation for the inconvenience caused.