Delayed Order and poor customer service - Order#***

Please stay clear, especially when purchasing high value items. I've recently purchased an item through OneDayOnly on their Black Friday special and I've been struggling to get update on my order from OneDayOnly. They keep on telling me that they will get an update from DPD Laser their Logistics partner. When I followed up with DPD Laser directly they initially said that they are waiting for OneDayOnly to supply the item but when I followed up today DPD Laser confirmed that the item is lost and that they are trying to locate the it. I needed this item for my holiday which I am leaving on this week and requested OneDayOnly to inform me if they won't be able to meet the ETA because then I have to arrange a refund and make an alternative arrangement. I've been waiting for 4 days now since they last promised to provide an update and had to follow up again today from my side. The big problem is that they don't have a direct landline that you can phone them on in order to get a direct answer from them, so you have to deal with the issues through their online portal and e-mails. I've been dealing with Aden and Ntokozo but both of them haven't been able to give me a clear answer on my question about a estimated ETA. They state that they are able to provide better service without having to have a direct landline but it is clear that it gives them an excuse to hide their poor customer service. I definitely won't be ordering from them again and at this stage I just want my refund and going forward I would rather support retailers that are willing to deal directly with the public and who can provide some level of customer service.