Beware of ***** - Zando unreachable

I made a purchase on 16 November. The transaction failed initially - I have screenshots of this and the system itself shows the transaction as failed. I performed the transaction again and it was successful. An hour after I purchased the item, I noticed that the first transaction was completed without my consent an hour later (CC mobile approval) despite the system still saying the original attempt failed. I requested a refund telephonically the next day and was assured I would receive one soon. After a week I received email confirmation that my refund was approved and would be paid in a few days. I still have not received the refund to date. I sent multiple email follow-ups (and even received reference numbers and assured a response through the autoreply) with no response yet. I then also emailed the complaint line and was ignored. Now I have to resort to Hellopeter as there is no other way I can get a response from Zando and would like to warn other shoppers. My only conclusion is that this was ********** as the company has still not refunded me nor has the integrity to respond.