Non Delivery of products and Terrible Customer service

I ordered a bag from Zando online on Saturday 7 December 2017. It says that they will deliver you product in 3-5 days. Today Monday 16 December they send me an email asking me to contact Customer Service(6 th business Day). I tried phoning them. I was on the line for 27 minutes. I hanged up as it was taking too long and it was my airtime as well. I send them 2 emails and they state that they would get back to in 3 hours. Well I phoned them after 5 hours holding onto the line for 13 minutes. I told them that they need to cancel my order as I need to buy another bag as I am travelling and I need to buy a bag. I gave them my order number and after 10 days they realised that they did not have any bags available. They did not contact me even after after I send them the email. I told them that I wanted my money immediately as j need to buy a bag as I am traveling. They were not really bothered saying that it will take 7 working days. I told them I need my money today as they could not deliver and again I was told that she will try, but it will probably take 7 days. When I said that I will go to Class and Hello Peter there was no concern whatsoever. Terrible terrible unacceptable service I mean MO service at all. Never again and I will make sure that I will tell everyone about my experience.