Wish complaint: FAILURE TO RECEIVE PRODUCT PAID FOR NOR A REFUND

Around May 7, 2020, i placed an order on Wish.com for several items, to include a dog Pet Bed. I have used their site numerous of times in the past and despite waiting for long periods of time, they alway arrived. I checked on this particular item several times and the update would always claim that the Pet Bed was in route. Granted i had received al the other items that i ordered at the same time, so i had no reason to doubt it was coming. After several months of seeing update with the same message about this item, i decided to contact Wish Customer Support. I received what appears to be an automatic response Form letter, which was very confusing to understand. I sent several more inquiries, with a request for a refund of the money i had already paid. The response seemed to be a denial of my request. I am failing to understand why, because the only thing i did wrong, was to trust this company.