Online order got ****** and then replacement order got lost

I ordered clothes from them and the package was given to someone else, and thus I lost money to the value of about R1000. I tried to get a replacement order, but they have been giving me the run around for weeks so now. They even said that the order was "lost" at one point. I am just genuinely confused at how this could happen. Trying to get my order has wasted so much of my time and money and I would not recommend using their online order service.