Mr shopper terrible service

I ordered with Mr shopper 18th November. The delivery day was 24 November. I cancelled all my plans to wait for the delivery to arrive. Nothing arrived, it's now 2nd December. No one is replying to let me know what's going on. I've now sent many messages for a refund. How will I get my money back? How is this company still operating?? Who do you actually report this to? It all seems to be a ****.