Goods never delivered but charged for

I've been ordering from Bottles once or twice a week for months now, and everything had been fine until my last order. Which was not delivered to me. I have tried following up with Bottles for days, but a) they take days to respond, b) nothing has been done to resolve the non-delivery. Customer service is shown when things go wrong, not right, and if Bottles can't be trusted to rectify faults, then I will never order from them again.