The worst online store service I've ever received!

As a frequent online shopper, the service I've received from Zando has put me off purchasing from them ever again. From delivering and collecting days before they had said, to them not responding to any query emails and now two weeks after having my items collected, I haven't heard anything from them i.t.o the whereabouts of the items of clothing and also have not received my money back. I mean how do you get new customers and keep them if you cannot communicate? Seriously unimpressed, i will not lie. Definitely keeping me shopping at their competitors.