OnBuy complaint: No delivery no refund

The issue that I have experienced was: I placed an order on the onbuy website on the 9th of November and was advised that item would be delivered at the latest 17th of November. This item has still not been delivered and when contacting the seller they keep telling me to wait another few days and it will be there soon and the Royal Mail tracking number provided (WC425638174GB) shows that the courier hasn’t even received the item yet. This item cost £99.91 including delivery. Therefore I have had this amount taken out of my bank account and haven’t received any parcel still to date.

It occurred on: 2023-11-17

This meant that This item was for a family members birthday on the 28th of November, ten days after the initial delivery date. I have had to go and purchase another item from another company as the seller couldn’t meet the delivery time and when querying about delivery I am being told on numerous occasions to just “wait”. This is not an acceptable reason and I have explained at this point a refund would be appreciated as I have lost hope that the item will be delivered even though I would very much have liked to have received it. due to the item not being delivered I have been put in financial difficulty and this has caused me to have panic attacks and increase my anxiety. It has really affected me and I need this to be resolved as soon as possible.

A refund or re send as I believe the initial item is lost.

I look forward to your response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case.