Pending order

I ordered a controller of the xbox design lab on 1/31/19. The website said I would not be charged until my order shipped. I was charged on 2/1/19 for the controller - my order still says its pending. Upon reading on the community about others having this
issue, I seen Microsoft was responding with "you will recieve your controller within 14 days of purchase." Today is day 13. I called the Microsoft store customer support yesterday and got hung up on immediately after reporting my concern. So I called back
and another woman said "let me check your account and put you on hold" I sat on hold for 20 minutes with no response until I eventually got impatient and hung up the phone. Customer service was awful and absolutely no help. My question is, where is my controller?
What is going to be done about the awful customer service I recieved yesterday? Why was I charged 11 days ago if my controller is still not here? If my controller is not here tomorrow, which will be the 14th day since my order, can I have my money back? I
just want my flippin controller???

:)