Worst customer service

Placed my first on-line order with them in January. Money was taken two days later and I waited patiently for the email to inform me to collect my order. The email never came and every time I checked my account the delivery was noted as 'waiting to be dispatched'. I waited a further two weeks and even went into the store where I was due to collect my goods from, to check, but only to be told that they have never received the goods. I contacted them first via email and then by phone and they attempted to blame me before admitting it was their error and apologising. I was told to expect a refund within 3-5 days and alas, two weeks later I am still waiting for my refund. I called and emailed again and once more they have failed to not only come up with a viable excuse, but also a solution. Would never recommend to anyone to buy online and in fact, would never recommend to buy in store either. Really surprised how such a brand can remain in business with such a poor excuse for customer service.