Terrible customer service

I purchased a jacket on Black Friday which was meant as an early Christmas gift. Three weeks later and no jacket had arrived. I checked the tracking and it had been sitting in a New York warehouse for two weeks, obviously forgotten. I reached out through their tedious chat system and was told the courier would deliver the following day and if it did not, Asos would help resolve the issue before the recipient was due to travel to Los Angeles.
Well, no item arrived and tracking now shows a delivery date past the recipients travel date. Im not sure what the customer service agent meant by saying they would help me resolve this issue as Asos refuses to send another parcel to my Los Angeles address, will not refund the order, and obviously cannot deliver before or on Christmas.

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