No Service, no delivery of goods.

I placed an order with Magic in the box on the 15th of December 2015. A Christmas gift for my son. The item was paid for and has reflected withdrawel on my Bank Statement. I have still not received my goods!! I sent them 2 emails before Christmas and they responded by saying it was on its way. When I looked at my order statement on their website it suggested that the item was \Waiting for Pick up". I have since sent numerous emails to the support centre with no response. Totally unacceptable"