Online Order Hell

I placed an order with Game online on 16 December 2018. On the website it said guaranteed delivery within 3 - 5 working days. I called the following week to confirm that the order would be delivered in time for Christmas - this was guaranteed. 22 December came - and still no delivery. I called them after confirming with the stores that they had stock to collect myself, as I was told by the next consultant that there definitely no chance of delivery by Christmas - and cancelled the order immediately. No emails were received to confirm cancellation, and still no refund of my payment - so called again. Was told that they said no notes were made on the system. My order was not cancelled. I have just received my second sms from their courier - telling me my delivery will be made in the next half an hour. So again - order was not cancelled. I have called, I have emailed, and still no luck. We are now just short of a month of the initial order and nothing has been resolved. Their customer service is appalling. I want my money refunded, and I will never ever order from their online store again. I cannot believe a store can be so ***********.