Dawn Wing JHB branch useless, CNA online responsible

I ordered a parcel at CNA online on the 30th of November 2017. Item showed in stock and immediate delivery. It also stated delivery 1 to 5 working days delivery time. Once packed you can trace it online through tracking. My parcel has been sitting with Dawn Wing since the 5th of December. I phoned Dawn Wing on the 6th, but still the parcel was not delivered. I phoned again on the 8th of December. I was told that a Refilwe will contact me urgently, but I am still waiting. A lot of money has been paid on my account and I have not received anything. I want a refund. Really disappointing.