Terrible Service and lack of ownership

I ordered a dress last year December and up untill now still didnt received the goods. I think this is totally unacceptable and unprofessional. According to me this was dealt long time ago. You guys keep on asking extra cost and delaying the delivery. Whenever I send a mail to get response no response to my mails. Even the Supervisor Anesh dont respond to my calls and mails.Now I received a letter stating SARS require a late penalty fee of R2500 before the goods will be released. Which I dont think I am liable for that payment. I think it's your fault and incompetency by you employees. You guys submitted the docs late to SARS. I need to understand how your process works as I fail to understand the following:<br> o First call made to me was on the 2nd Jan 2016 (according to explanation - payment need to made within 14days when goods arrived) . How does one know when the goods arrived <br> o First invoice was send on the 4th January 2016 - from a customer perspective I would think the 14days starts when first invoice get send <br> o Payment was made on the 14th - normal calculation is the 18th January 2016 would be the cut off. Several mails sent to Anesh