Meta Store review: Oculus purchase

I purchased an oculus 2 on 21st November for my son’s birthday. It was supposed to be delivered on 30th November, it’s still not been delivered. It’s still showing up on the delivery tracker as with sender. Contacted the meta store through live chat. It is now 9th December and still no oculus. I have been emailed by at least 6 different people who are all investigating my purchase/delivery but can only tell me that it could take a while and thank you for my patience, I have asked them for a refund so I can purchase an oculus from somewhere else so that my son has something to open on his birthday but they can’t do this or send me out another one until they have investigated it. I think it’s pretty obvious that someone has either lost or stolen my delivery but I don’t understand why it’s taking so long for this company to give me a refund. I have now been waiting 18 days I have no present for my son for his birthday and I am £250 out of pocket and nobody that I have been in contact with at this company seems bothered or under any obligation to sort out my purchase. I am now going to have to sort out this problem with my bank