order not delivered and no info about order

I placed an order on the 30th of November and no one bothered to call until i started emailing you guys on the 4th as that was the delivery date. Todate i have not received orders emailed you guys every second day and still nothing.

I have requested that this order be cancelled and my money refunded as i will no longer be using your services.

Got a surprise call from your delivery guy that they are here to collect an order. Please explain to me what order as it has not been delivered.