Business ProfileforTerrain

I placed an order for a planter on April 25th. This cost $73.50. The order number is **********. Seems like a simple transaction.I received a notice on April 28th to say my order was on its way. The company's tracking website showed three updates and that the package was in a shipping center in **********. I left for a trip and once I got back on May 2nd, I checked and there was absolutely no update to my order details. Still in **********. I finally reached out via Terrain's chat feature on May 8th. I spoke with ***** (chat #********) who apologized and refunded my shipping. He assured my package would arrive by 7:00 pm on May 9th. It did not.Today, 5/12 at 3:00 pm, I just called Terrain's help line and was connected with "******." She was absolutely not helpful and seemed uninterested in resolving the issue. She said my delivery was scheduled for May 11th (not what I was told before). She said I had to call back tomorrow to report it lost or stolen, putting it on the customer to resolve **********************'s ***** up. I let her know this was an unacceptable resolution. She also didn't appear to want to acknowledge that according to their shipping center my package has been sitting in ********** for weeks, and that "*****" obviously lied to me about this being taken care of.Following the call I emailed Terrain support and described the above. The response I received from "************" read "As your not receive the package, let me submit a lost package. For lost packages, our goal is to get it to you. However, if we arent able to, well be happy to research the missing package and offer solutions. I have arranged to have this further reviewed. Once processed, you will receive confirmation via email within ***** business hours."I resent the characterization of this as a "lost package." Their own company tracking has shown it sitting in ********** for week. I cannot get a straight story or anyone taking responsibility, just delay. They have my money, I have nothing.