[bigpill]

Ordered a nice shirt from them and tried to SE, required a signature on delivery but guess what the Fedex driver herself signed it

All in all thought everything was going good in terms of me being able to do the DNA method, went into live chat, explained that the shirt never came and needed it for a friend and I was pissed. The representative assured me a refund saying it will come in 5 business days or I could get a replacement, obviously chose the refund and thanked him.
Been about 3 days and I just got an email saying this, what do you guys think I should do next? Call the number and see whats going on or just call it a day?

*(Please Do Not Reply to this email.  This inbox is not monitored.  If you have questions, please use the phone number listed below.)*
We have reviewed the claim on your order # (not gonna list this for obvious reasons).
We have determined that this claim cannot be processed at this time.
Should you have any further questions regarding the claim decision, please
feel free to contact us at 1-888-888-4757 7 days a week from 6am to midnight central time.
Sincerely,
Offline Service Recovery
Neiman Marcus Direct"