Anyone else waiting an exceptionally long time… I need to do an exchange on a final sale item… is this allowed? Or am I wasting my time on hold?

I had ordered three sweat fleece hoodies on Christmas Day and two out of three of them arrived by the 28th. I started an investigation on December 29 and they completely forgot about my case and no one ever got back to me until I had to call them again on January 17th. The initial investigation was only supposed to take 3 to 7 business days yet it ended up taking basically a month. It probably would’ve taken longer if I hadn’t called them asking about my order. I sent them multiple emails within that 3 to 4 week timeframe and didn’t get a single response. They ended up issuing me a gift card for one of the hoodies that I didn’t receive, but it’s gonna take an additional 7 to 10 business days which means it’ll be here roughly February 1. I’m just shocked at the attitude I received from the customer service women on the phone. they acted like I was being an inconvenience to them yet their company is the one that completely forgot about my case and my order. Never have I experienced this before with any other business, usually when I have this issue, I get a refund within one to two days, not a month and a half later. like on what planet does it take 10 business days to send a fucking email with a gift card in it? They literally could’ve refunded that money back onto the original gift card. I had purchased the hoodie with anyways yet they’re dragging it out even longer. okay rant over lol sorry I feel like now I’m just gonna shop in stores instead of online because I don’t wanna deal with this stuff again it’s actually crazy. just a heads up for anyone that did not receive an item in their package they’re gonna give you a whole runaround and you’re gonna be waiting a bit to either get a refund or your original item. I was lucky enough that they even responded to me after I reached out so many times because some people said that customer service told them they would be dismissing their case and would not receive a refund or their missing item at all