Terrible service, no refunds, no delivery

I had a delivery scheduled for Monday 25th May, but it never arrived - the status on the website doesn't change, and I can't get a refund.

Can't call the contact center as phone lines are down and the email turnaround time is 72 hours.

Every ticket I open is met with the same response "we can't help you, and we don't know where your stuff is"

Nobody is willing to phone the delivery team to find out what the delay is, and they refuse to refund my money.

Their "procedure" is to wait for the delivery and return the items - but they can't tell me when the delivery is going to happen, so I could potentially be waiting forever.

I'm reporting them to the ombudsman, since this is poor service in bad faith.