Refunding is not on their to-do list

I would give a zero rating if I could. Ordered 2 personalised gifts well in advance. Delivered one on time the other never arrived. It has been 12 weeks, 14 emails and 1 call centre call and still don't have my refund. This is called *****ing. If I did not follow up they would just keep the money. TERRIBLE SERVICE and lie about their efficiency. Will never use them again.