company's name should be terrible not boohoo

on 28 of october i order some clothes and shoes from boohoo over 100pounds and they didnt deliver, so on 5th November i contacted them via email to find out what has happened to the order.
i got a reply which says
Unfortunately, it seems as though your parcel has gone missing between leaving the warehouse and arriving with (Hermes). We did dispatch the order on (01/11/2011) however, when tracking this with (Hermes), it does not show that they have received it into the sorting office.
Please advise if you would like us to re-dispatch (subject to availability), or refund this order in full for you.

so i replied that i wanted a refund ....afterwards i didnt get a reply till 10th november saying i should ignore previous communication we have sent out your order it should be with you on 10th.
i never recieved any call or any miss a post card and i have bn at home all week there is no how i could ve missed postage if it ever came.
so on 11th i sent another mail that i didn't receive anything..they replied me saying the company came to deliver but no one was home, i definitely knw that's not true because i ve been home all week.
now i ve sent them an email telling them to issue me a refund. they ve refuse to acknowlegde or reply my mails about my refund even though they agreed that the item has been returned to them....
boohoo..is a horrible company to buy from, i will never ever advise anyone to try them. i sent them various mails requesting a refund and since then they ve ignored me even though my money has been with them for the past 21 days...the annoying thing abouth this coy ,is that they don't have a customer service number. and it takes forever for them to reply emails. they totally ignore my message saying i want a refund but instead they sent the goods that never came and they re still holding my money.