Zalando Lost My Order and Delayed My Refund Despite Multiple Follow-Ups

Although I have been a devoted Zalando customer for years, my most recent order has left me very dissatisfied. Two weeks ago I ordered, and I never heard anything about its arrival status. When I contacted customer support, I was told the box most likely had been lost in route. I asked for a refund right away, but even with several follow-ups and assurances, I have not yet gotten it. Customer support responses have been contemptuous; every agent gave evasive comments and postponed the resolution even more. Given Zalando's history as a long-time client, this is not the degree of support I expected from them. To have my faith in the brand restored, I hope they fix this fast and enhance their customer service.