I want my money back

I bought a phone with a charging travel kit on the 20th December and to date i have not received my order. The order status shows unfulfilled and i have requested a refund. Nothing has been received thus far. On of the consultants known as Chancel emailed me to ask what is wrong with my purchase but she can see the order has not even been delivered. I want money back as their service is pathetic and its frustrating that you cannot contact them.