Appalling customer service

Order placed 28 November using 35% discount received from them. 15 days later I still don't have my parcel. Now I'm told the parcel is lost, they will refund me in 10 days and gave me a 30% discount voucher. I don't want a refund, I want my order filled. What a disgusting experience. They conveniently don't have an email contact, only whatsapp semi automated customer service line.