Disappointed once again

I have been calling about my order and I don’t seem to get assistance. I was informed that my order was delivered but I did not receive it! Every time I call agents promise to call me back but no one calls me, last attempt was on Friday and I was advise Pargo requested for my number and I will be called before close of business day but I did not received a call till today. I paid R1048 for the order, does that mean I lost my money?