Dreadful. They have lost my online order, and have...

Dreadful. They have lost my online order, and have no idea where it is. They are refusing to refund me until it is delivered back to them!!!! Customer services is a joke. Takes ages to get though on the phone, can't tell me where my order is and will not refund, no supervisor call back as promised, no response to emails (other than automated) the hold message refers to live chat on website but this is just a messaging service. DONT BUY FROM MONSOON.