Coach Outlet

I ordered a purse on december 1, they charged my credit card and said shipping in 5 to 7 days, it has now december 21, and the item has still not shipped, I spoke to customer service and they don't know anything about shipping and they can't cancel the order, or return my money to the credit card, they also said I could do a return if it ships and arrives, but I would be responsible for the shipping. I believe this is a fake company scamming people.