Terrible customer service and frustrating online shopping

Terrible customer service. Practically non existent. I placed an online order on 25th June and the next day the order status changed to "prepared for collection" and it said it will be delivered 7 to 10 working days. So on the 9th day the status had not changed so I decided to give them a call.... The phone rings endlessly and then they give you an option to get them to call you back. I have requested a callback 3 times on different days and not received a call yet. I emailed them... No response. How am I supposed to know what is going on with my online order when I can't communicate with anyone? Extremely frustrating. I would rather cancel the order and get a refund but how do I do that if I can't get through to them???