Disappointing Dis-chem online experience

Dealing with Dischem has been a very disappointing experience with regards to an online order. I placed the order two weeks ago and was informed that it was going to be dispatched shortly after placing the order which sounded great, much to my surprise. Unfortunately, this was only the start of a long and painful ordeal in trying to track my order which I still have not received. In attempting to contact the customer careline, I have been put on hold for more than 20 minutes with no operator taking my call, I've also sent emails to which I've received the reply that someone will contact me shortly, of course no one has. The items in that order are of great importance as they contain things such as diapers and other baby essential products. Dis-chem should have contacted me to confirm the status of my order, at the very least. If there is a delay let me know so that I can provision for the items arrival within a timeframe, but leaving me completely uncertain as to what is going on with the order after it has been paid for is a disregard of a basic consumer right and certainly I feel Dis-chem needs to be more responsible and demonstrate a greater degree of accountability.