Absolutely terrible service. No answer on the phon...

Absolutely terrible service. No answer on the phone, or to emails. I am trying to cancel an order for a chair, and no acknowledgment either of that request or to phone messages left, and requests for callback. Waiting on the phone for someone to answer several times for more than 10 minutes each time. Possibly the worst company I've ever had dealings with in the UK. Are they even real? Or a scam?