Bad customer service! No response! Order not fulfilled

I am so disappointed at this company. I have always seen people complain about their orders not being delivered and the lack of response from the service consultants but I thought let me give it a try and see. I placed an order on the 15th of November which was supposed to be delivered latest 28 November. The order has not changed the status since the 15th. I keep on following up and the last update I got was that the matter has been escalated to procurement. Yesterday I followed up and they did not even bother responding to my email. I am not even counting on the order arriving and just wish I could just get a refund.