Disappointed with undelivered online order

I have placed an online order on the 13/11/23 today is the 24/11/23 I have never received my orders. I have made telephonic enquiries with no luck. My order is ***. On the 15/11/23 I have received the feedback email to comment on the delivery which was never delivered. I spoke to Shaffeah on the 22/11/23 she said she will escalate the matter, yesterday I spoke to Fairroesh she said the same thing. On the 20/11/23 Nolubalo responded to the email sent on the 15/11/23 that she will make a follow-up and provide feedback. Yesterday she checked if I have received the order since the courier promised to deliver it yesterday. They are so unprofessional, *********** and unable to administer their online orders. Online you can't trace the status of the delivery. It is a mess.