Bad online service

I placed an online order and my delivery was scheduled for 4 days later. My order did not arrive, I called the call centre - the lady said she will contact the courier company and get back to me .. No callback from her so I called again and was promised delivery for the same day and no delivery. Once again I called and apparently the courier company picked my order from the warehouse a week and half ago but did not deliver so they can't do anything about it. No help whatsover. Always promised to get a callback - no callbacks. Finally I requested a refund but haven't received that as yet. VERY DISAPPOINTED.