Shocking online experience - I still haven't received my order!

I bought 3 frames online at the beginning of November and I am still waiting for the order to be delivered. I have received no update from the store on where my order is, you cannot track your order online - all it says is processing, all I know is that it was damaged in transit and returned to the store. When I try phone them, there is a voice message on their call centre and no one responds to the emails I have sent. When I managed to get through to an agent and I asked for a refund I was told it will take even longer to get a refund than my order. This is totally shocking service compared to the online services offered by other retailers. Do not buy online from them, spend your money elsewhere.