Very bad service - No results

I placed an order on the 15th of August, still I have not received my purchase. Sent numerous emails with no result or any feedback from them.

Then I asked for a refund was told I will need to pay a cancellation fee of 15%. Utterly disgusted and till to-date no comms back from them as I asked when will I receive the package if I left it on order. Don't understand why I must pay 15% fee if their service is this bad.........