Worst online shopping experience!!

I placed an order on Black Friday (27 November) and I never received it, upon enquiring on the 11th of December regarding the parcel, I was told that my order was cancelled because the courier company couldn't get ahold of me (which was lies because they never did). They told me I must expect the refund within the next 5 days, on the 21st of December (after 10 days) I emailed them again as I'm still waiting for my refund still today and no one has contacted me. I'm beyond annoyed and appalled by this mediocre service.