Ecco review: Ordered 5 pairs of shoes... Credit card was charged and order was not received

Ordered a pair of shoes on Black Friday (11/24/2023).

Waited a few days and decided to check on the order and emailed Ecco CS on 11/29... was told there was a little bit of back log due to the high volume of orders... and I said no problem that's fine.

Still no movement by the end of the week... I check my credit card statement and I was charged for the shoes that didn't even ship yet, over $400 charge.

I emailed again on 12/3 asking for some sort of update, the website showed shipped with no tracking number provided AND 1 of the shoes was cancelled without prior notice? These were gifts for people that are coming into town from out of the country. The customer service has been nonexistent, when I asked to cancel the order since they don't even know where it is they said they can't cancel or issue a refund since it's been processed. Instead I can return upon receipt? WHEN ARE THE SHOES EVEN COMING? WHY DID 1 PAIR GET CANCELLED? This has been the absolute WORST customer service I've ever experienced.