FC Moto anyone had a nightmare like mine?

Years ago I made a few purchases through them and didn't have an issue. Back in November I ordered a rather expensive jacket and it never arrived. I have been arguing back and forth with them multiple times a week for almost 4 months and they refuse to issue a refund or send a another jacket . They keep asking that I be patient and that their team is investigating the issue and will get back to me. They never do. Worst customer service I've ever experienced. Last I was able to track the package it was boarding a flight out of Germany. Anyone else had a nightmare like this and were you ever refunded?