Order placed but no feedback on the processing or delivery of the order

I've placed an order on Zando on the 23rd of November. After receiving payment they have not processed the order any further. Even though they specify that delivery will be between 3 and 5 days. In addition to that I have sent them 2 emails (which they claim they will respond to within 3 hours). No response. I've been calling them as well and no answer after 10minutes of holding. This is the last time I will ever place an order with you.