Business Profileforcoach factory outlet

Hello I was advised to call if my size 7 Tally was not delivered as of last week, I gave it extra time, called today and spoke to another representative(who of course found no notes in the system from my prior 2 calls) who literally like myself checked the UPS tracking number outside of the coach outlet app to confirm that the sandals were in fact NEVER delivered. The rep emailed her manager(Stacy Ann)who said to inform me "it says delivered" when both I and the rep knew otherwise, then because I pressed on and asked for the date and time as well as company who delivered it, the rep was advised to tell me "it will be reshipped TODAY" in other words the manager LIED ,and left that poor rep to deal with the tangled web she wove, all because she refused to cancel the order of only $80! the rep then gave me an entire new tracking number of course which says "label created" yet again it will be another month and it'll probably say the same exact thing, I simply wanted my money back as I will no longer be dealing with coach outlet, this is the 3rd time this has happened with their online orders..they charge for items that are sold out, then leave the customer to wait a week for refunds or hash it out with 3rd party payers. This has been the worst customer service experience ever, I am DONE with coach outlet!! AGAIN 3rd time(2x with Klarna) I have yet to receive an item why let an order be charged if they are sold out is beyond me this ONLY happens with coach outlet.