bad service

I purchased make-up online from zando on the 26:11:2015, the items did not arrive. I gave it 7 days and then called them, apparently they never had stock (they could have notified me about, which they didnt). So I requested for the money to be paid back into my account. Till today the money has not been refunded, I have called them thrice, sent countless emails and nothing seem to be resolve. And the times I have called you get the classic line \I will call you back''-no call back. The service is pathetic