Gratis Hasn’t Shipped My Online Order Since September 11 and Won’t Respond to Emails

I ordered from Gratis' website on September 11, and here we are, still waiting for it to ship. What gives? I reached out to their customer service via email, but I haven't heard back at all. I really messed up by believing in the brand's reputation and thinking everything would go smoothly, but now I'm just stuck waiting with no updates at all. This whole experience has made me rethink my choice to shop with Gratis, and honestly, I don’t see myself making any future purchases, even if I go in-store. A quick response or even just an update would have helped, but now I'm left wondering about their dedication to customer service. I'm frustrated with how little communication and action there has been about my order.