Robbing customers - funds taken from bank account and no items received

Their customer service is pathetic. I have outstanding order from February and when I queried a refund the refused saying the 30 period is closed so I asked when is my order arriving all I get is an automated response for whatever query I have. No one is actually dealing with the issue at hand. Now it's money lost for items I may never receive which now shows your company are theives. You are not a business. Should this matter not be resolved I shall take it further to the ombudsman.