Poor service

I have placed an order on the 9th of December 2020, parcel should've been delivered on the 23rd of December 2020. When you phone them there is no answer, I managed to get a reply on Whatsapp after sending several mails,but it wasn't useful. Are they *******'s or is it just that they offer a very * service. I have ask for my money back yet they don't reply. Did any of you managed to cancel an order or got your money back?