ZANDO - Bad service when it comes to refund!!!

I have placed an order online on the 24th of November. When I checked out and paid for the order, Zando says payment was not successful. I have used another card to pay for the order. Both transactions went through the bank. I have called 12 times, send 6 emails but no reply for the refund. I use to spend a lot of money with Zando, but after this, I will never use them again