Zara First Stalled Us with the Promise of Quick Delivery, Then Canceled

I placed an order from Zara in Turkey on 22/11/2023 through zara.com.tr with the order number 53059834269. Unfortunately, the product has not been delivered, and despite our efforts, we have been unable to obtain any information through various communication channels. Today, when I contacted the company's live chat department, I received a highly disrespectful response stating, "Due to the fact that your package is in a lost state, it is possible to send products that are returned stock in accordance with the procedures." excuse me?? how is this my problem?? so inappropriate for a company of Zara's standing. our problem remains unaddressed, and we have not received any satisfactory answers or assistance through the available channels in Turkey.