On line shopping

I HAVE NO IDEA WHY THEY HAVE A DEPARTMENT CALLED" CUSTOMER CARE". THEY DO NOT CARE. They ignore my emails, ( all I receive is an SMS stating that they have received my email, give me a ref no and nothing further except for another email stating that my query is now closed. They totally messed up my online order and after cancelling the two orders on my behalf, these orders were still delivered, had to be returned, and after 3 weeks I have still not received my refund. They even had the cheek to charge me a delivery fee!