NFL Shop Europe

I placed an order for over 100 Euros, and was expecting to receive it within 14 days. After 18 days, I emailed letting them know I had not received my order. They responded in an email saying I could either request a resend or refund. They asked me to please confirm my delivery address. I responded back by email with the delivery address. And they responded asking me to verify my shipping address again. Instead of this unproductive back and forth, I decided to call instead. The customer service rep was not friendly, or very helpful, and also asked for my billing and shipping address, which I gave to her. She immediately said that a refund was not possible, and neither was a resend. And that they could not be held responsible for shipments not received. Unbelievably shady. I spend over 100 Euros and received nothing. She said my only option was to wait for the shipment to be returned to them (up to 30 day wait), and then I will have to pay again to have it shipped. Outraged, I insisted on a refund, as my trust in them was completely demolished. She refused. I asked to speak to a supervisor. She kept me on hold for several minutes, then came back and said they would send me a new shipment as a goodwill gesture. Thank you, I'll take it, however it really doesn't change my opinion of them as of now. I will never order with NFL Shop Europe again. I will wait until I visit the US to purchase NFL merchandise there. Completely untrustworthy company and terrible customer service. It's really unfortunate, as my partner is a huge NFL fan that can never have too much NFL gear. Their loss.