Zara Has Delayed My Order and Ignored My Refund Request

I am deeply disappointed with Zara Türkiye Online’s customer service and its courier, Cargo X. When I placed my order, express delivery showed Monday, November 9, and standard delivery showed Tuesday, November 10. I chose standard delivery because Tuesday was acceptable. Today is Friday, November 13, and my order has still not arrived. Since November 12, I have repeatedly contacted Zara’s customer service. I was promised that the courier would be contacted and that I would receive an update, but nobody followed up. Instead, I received repeated “your case is being reviewed” responses without any concrete explanation or solution, and an agent even attempted to close the conversation while my issue remained unresolved. I eventually called Cargo X myself, and they informed me that my parcel had mistakenly been sent to Beykoz instead of Ümraniye and that transferring it to the correct branch could take another three working days. This is only the transfer time, not a confirmed delivery date. With the weekend approaching, I face further delays because of an error entirely outside my control, and the last tracking update is from November 10 at 11:45. I paid Zara Türkiye Online, and I expect Zara to take ownership of this problem. I should not have to locate my parcel myself, chase your courier, or repeatedly contact customer service for basic information. This level of service and your courier’s handling of my order are unacceptable. I no longer want delivery. I demand cancellation of my order and an immediate full refund to my original payment method. I also request written confirmation of the cancellation and refund, including when the money will reach my account, because further generic responses asking me to wait are not a solution.