Worse online shopping experience of my life

Worst experience I have ever had. They don't answer there phones and if you do get a reply via email they ask how they can help and you don't hear from them again. I ordered a Christmas gift for my grandson on 7th December as delivery date was 19th so in time for Christmas!! I spent the week before Christmas emailing, calling trying online chat, eventually I get a call from Eddie to say not to worry I will get my order on Christmas eve. So I wait till Christmas eve and nothing!!!!. It spoiled me whole run up to Christmas. I went out and bought the same gift in the local shop on Christmas eve to my expense so as not to disappoint my grandson. Now they deliver the thing 9th January after me cancelling the order every way I could with them. I am now still trying to get the thing collected and get my money back. Cant get anyone to assist me. If you don't want the stress don't buy from them. I really don't know how they operate with their poor customer relations.