Zando - shocking shopping experience

I have never experienced such shocking service from an online store. I placed an order for school shoes on 26 November. I needed them by 5 December, but thought that gave me plenty of time because their standard delivery is 3 to 5 working days. My order just sat "in processing" for over a week. I followed up with them to no avail. I tried to cancel my order, no response. It was finally delivered on 10 Dec, which is of no use to me so I sent it straight back. I have again followed up for a refund, and no response. Clearly there's no one manning their inbox and you can't get through to the call centre either, you'll wait on hold for 20minutes only to be cut off. Not a good sign! I can honestly say I will never be shopping through Zando again, that's the first and last time.