Disgusting service

I purchased something online in the beginning of this month. Eventually it said that it was delivered but when I got home and opened my parcel it was not inside the package at all. I then proceeded to contact them and as usual they couldn't access my damn order. I sent an email and eventually called again, because I received no feedback. To date from the 15th of December until now I am getting excuses and people emailing me just saying they waiting on their jewelery department to refund me and to rate their service.. it isn't my damn problem so don't make it mine all I want is my order or refund. Can I also mention how horrible you package my orders I even had security tags left on items I bought online and had to waste my time to visit a store to remove them!