rugtomize.co

Is Rugtomize.co a scam site? I ordered a rug from rugtomize.co and never received an email confirmation, but my card was charged immediately. I followed up on customer service and I got a semi hostile rep who told me it was sent and I needed to figure it out. I asked my IT team to look into it and they said nothing was ever received or waiting via email. I pushed back and told them this, they again said they sent it. I asked if he could send me the confirmation link in the customer service chat, he said he can’t, he can only provide it via email. When I pushed back for a return I was told the item is custom ordered and it’s currently in production… Still no receipt, no understanding of when I’ll have it. Nothing… is this a scam or just a ridiculously unprofessional company??