Still waiting for my clothes

On the 25 Nov I bought some clothes on Zando's site, a few days later I received an email stating that they've canceled my order as to my request (I did not send such a request). I sent them an email stating that I had not done such a thing, I got an email (request #303880), saying that they're looking into it and they'll get back to me ASAP. After two weeks with absolutely not a word from them, I emailed them again and they sent me the exact response.