Online shopping

I placed on order on 25/01/2016 for delivery on 27/01/2015 between 12:00 and 15:00. It is now 17:10 no delivery and no one has called regarding my delivery. The debit went through my credit card but no delivery. I called the customer center and they also don't know where my order is. This is the 2nd time this has happened to me. There is no improvement in the delivery service. Please urgently advice status of my order and refund me.