Poor service, lost package, little assistance

I have an online order towards the end of September which they stated would be ready for collection on the 8th of Oct. The package never arrived and the store says it would be there the lastest the 11th. I also sent an e-mail to there help e-mail address and they said the same, however the package never came. I sent another e-mail the 14th and the 19th which I get a generic response we are looking into the matter with our courier site. I feel this is rediculious as I have paid for the order and no one can tell me where it is. I feel I should get refunded or at least kept up to date as it does not feel like they are taking this seriously.