Useless service and even worse aftercare

We ordered gifts online on the 1st of December for Christmas. We received over the next week emails confirming the order and the various stages. By the 10th of December we had heard nothing else and emailed to see if we could track our delivery. We tried all the online \tracking"but nothing came up. We have sent over 10 emails and had no reply. Eventually on the 22nd December we went into store and contacted the online shop where is was confirmed our delivery had been lost and we will be refunded. We have emailed continuously without response. I have phoned customer care only to be passed around to different departments. It is ridiculous that such a large company can be so inefficient! Losing the goods and not being able to refund! """