How are these guys allowed to operate?

Placed 3 orders on 18/12/17 for Xmas presents. One was delivered quite quickly. Smile. No.2 - they ran out of stock. Chose another varietal. They delivered the wrong wine - way after Xmas. Grimace. No. 3 (a bottle of Glen Fiddich scotch) wasn't delivered at all. Order was cancelled after Xmas. Still awaiting a refund (nearly 3 weeks later). Trying to communicate with them is impossible. The only remedy is to avoid them at all costs.