Foam Factory review: not order, no refund

I bought mattress from the website www.thefoamfactory.com. The seller charged me on the same day and provided the confirmation email with the tracking number. I decided to check the number and it turned out that my order wasn’t shipped. I contacted the customer services and they told me to wait 10 days. After 2 weeks, they still haven’t shipped the order. I cancelled the order, but the seller continued to keep silence. I wonder if there are other people, who had the same experience. Can you provide any good piece of advice?