Hamper No Show for Christmas & I wasn't notified!

We live in the US and my parents in law live in UK. We ordered a Christmas hamper to arrive Christmas Eve and when we phoned them on Christmas Day to see if the hamper arrived my mother in law had received nothing!! We were so upset by this, I tried to email ihampers twice, no reply, tried calling 3 times, twice I was on hold for 20+ mins so gave up, once were shut 2nd Jan?? Eventually got hold of them today 9 th of Jan to be told sorry this is being investigated as UPS didn't deliver....erm why the hell wasn't I notified?? Why did they rely on me to do the checking etc...the skeptic in me thinks do they rely on gift givers to not check and think they're friends and family were too busy to say thanks?! I'm furious, apparently the supervisor is not in again until tomorrow and they will phone me. I asked for a full refund plus the hamper to be delivered but I was told no, one or the other...well I won't be shopping with this awful company again, nor will those who know!