Old Navy stole $150

Hi folks. Recently ordered 5 items. 4/5 didn't arrive. I contacted them and noted as much and got an email simply saying they can not offer a refund.

Have you ever heard of this? What recourse do I have? I used the customer service chat and they said they'd "escalate it" and someone would reach out in a day or two. No one ever did.

Gonna keep trying but would love to hear any thoughts.