Bad service from Homechoice

About four months back I ordered a bedding set from Homechoice. I received an sms to say that the bedding set have been delivered to my house but it was not. I contacted Homechoice regarding the matter and submitted a dispute form via email. They said the matter would be resolved in about two weeks as this was a birthday present for my cousin. After several emails and phone calls up until today my dispute have not been resolved and they holding me responsible for the bedding set I did not receive. I told them that I refuse to pay my account until my issue is resolved but I receive 4 to 6 phone calls a day regarding my account that's in arrears but nobody answers my several emails. I asked to talk to somebody higher than a team leader but this was refused to me and the client service I received from home choice is beyond terrible. This is not the first time I order something from homechoice, usually I had to give a copy of my ID for my order when it's delivered in this case my ID document was not requested. After several emails and phone calls to homechoice without any answer, a friend told me about hello peter and i really hope you can help