Stingy organization

I am a frequent purchaser at zando. However, my most recent experience with the company is appalling. I placed an order on 27/08. I have not received my order to date. There was no correspondence in this time. I have made several phone call to get to the bottom of this. Apparently there was an error in a voucher used and they are holding my order. Apart from being unaware of this, I was told to pay the outstanding amount to release my order. I refused to do so and requested a refund 4 days ago. I received an email yesterday to say the order will be delivered. I called the agent and she instructed me to return the order as soon as it is delivered. I still haven't received the order or my refund. This kind of service is disgusting. I have supported the company for 3 years. I refuse to do so anymore