Bad customer service- ignore refund requests

I placed an order on zando , transaction didn’t go through. I then received 2 sms notifications saying 2 amounts had been deducted. I immediately emailed asking that 1 order be cancelled and refunded. I was told this would be done. 4 days later I received an sms stating the second order was due for delivery. Five emails later including escalating the complaint, 15 minutes waiting for a call centre agent to answer, message sent to Facebook page and still no response. As a loyal zando shopper I am appalled!