After weeks of ticketing them, they finally responded with an order cancellation and promise of a refund. A week has passed, but no sign of said refund. Their "service" is beyond ridiculous.

I'd just ask for a refund if I were you. It'll take up to a fortnight for them to even acknowledge it, but it's the only thing they're actually honouring. My chat with their landlord leads me to suspect there's a 'Maelstrom situation' brewing here... ie using web orders to fund struggling bricks-and-mortar shop with little intent to supply online goods.

Registered just to add some info regarding TWG They have now replaced their only phone with a robot that tells you 'you may only contact us via email' Since they are sitting on my money/goods, I decided to use my initiative and contact their landlord. They guessed who I was calling about immediately - it sounds like a lot of people have had the same idea. I informed them that their tenant had effectively disconnected their phone and they said they would investigate. They advised me that the store is open until 10pm on most weekdays if I wanted to pay them a 'personal visit' - sadly not an option for me though I'd love to have some facetime with the owner.