Pathetic Service

I placed an order online on the 2nd December. Delivery was meant to be within 5 to 7 days. One of my items were not available so they were meant to refund me. To date nothing was received. I didn't receive the balance of my order either. I received a sms on the v10th telling me that my delivery will be on the 9th!!!! How is that even possible. Nothing was received. Another sms was received stating that delivery bail be on the 11th December between 8 and 5pm. I still did not get my order. I need my refund done immediately as well as my package delivered. I have emailed customer services 3 times and still did not receive a response. This is unacceptable service.