No delivery since 17 Dec-Theft??

Placed an order on 17 Dec 2015 for 2 xmas gifts for my son. After many calls and emails we eventually got 1 item mid January. The 2nd item still says processing on their website. Call centre number is dysfunctional. Not sure why no one would even call back to tell me whats going on or offer a refund. Almost seems like theft. Worst service from a national company.