Loot is dropping the ball on Christmas

I have ordered several books from Loot as Christmas gifts - two separate orders. They confirmed, but the delivery date was cutting it fine, wasn't sure if it will be in time for Christmas, but explained to the kids that it might be late, but will be worth their while. I then received an email that their supplier is out of stock with the one item and it will take 4-8 weeks. At this stage (10 December) I phoned Loot to cancel both my orders as it was just not worth the stress. I spoke to an operator, who confirmed that both orders was cancelled, and followed it up with an email with my banking details for a refund for both orders. On 17 December, I get an email that the one order was shipped. I have already gone elsewhere to purchase all these items. I have phoned several times, but cannot get through to someone at Loot. Don't know how to get them to acknowledge my cancellations and refund me asap.