Pathetic Customer Service

Ordered a pair of shoes on the 1st of December. Got an email saying order processed and being dispatched - 4th December. On the 11th I emailed enquiring status of order and told it would be delivered that day. Next day I phoned the call centre (11 mins on hold before getting through) - told my order would be delivered that day. Every email is met with a generic response. I cancelled my order so now the wait for the refund begins - cancelling the order was the fastest action I've managed to get out of them all week. I'm not sure what is wrong with this company, but there are some serious problems. Would never consider buying from them again. No customer relation s****s and it seems that staff are unequipped to handle problems. Definitely no support from senior management.