Zando service is ridiculous

I placed an order on the 24th/11 it is now way past the estimated delivery date. All I get is a blunt email that my order will be shipped. I'm also still waiting for my refund that was double debited. When I contact them and wait for ever for the call to be answered I eventually get through and promised that it would be actioned the same day. I'm still waiting. It all leaves a bitter taste in my mouth!!! Follow up calls are fruitless because you still get no answer