Bad Service and no feedback

Ordered an item on the 9th Dec and have not received the item as yet. Have tried contacting them on Mon 10th Jan and have tried everyday since with no luck. I also sent a mail to helpdesk on the same day requesting a refund. Helpdesk response, will reply to you with in 24 / 48 hrs. To date have not received feedback. Sent follow up mails requesting feedback, still no luck. Please help