Bad Online Service

Purchased some items online on the 16th of December after a few days I called customer service to enquire on the arrival of the items because the arrival date was not really clear and I was told to expect the items on the 24th of December but ever since that given date I have not recieved anything and its been more than 2 weeks since I made that order, I cant even track the order online because its still at the processing stage for more than two weeks now. I called them again and they said they didnt know when I'd get the items because they dont even know where the items are which does not make sense at all . When you call them they give you a ref number and tell you that the online team will contact you but the online team NEVER contacts you when you send emails nobody gets back to you. Today is the 5th of January and my order has not arrived yet. I would like to get my money back so I can buy those items elsewhere because its clear that clicks cant deliver.