Empty promises

I ordered goods which were supposed to be delivered within 11 working days. It has since been 20 days and i still haven't received delivery of the goods. I emailed the support center since that's the only way of getting hold of them, i was told that i will receive my order within that week, the week passed and still nothing. I then sent another email requesting a refund, and i was told then told that the refund has been processed and that the money will be deposited into my account within 3-5 working days, i am still waiting for my money. They are about to lose a valuable customer....