Online shopping service sucks

Extremely frustrated and disappointed in the online shopping experience I've received. My order was placed and paid on 04 Jun 19 and today is the 24 Jun 19. No correspondance has been received via sms or email. I've contacted the call centre numerous time, but no luck. Aftet my call again today, the call centre agent escalated it and I received reference number ***. Its not my responsibility to check up on orders and trying to track down where it is. If a hadnt already paid, I would have cancelled to order. Never again would I make use of this bad service.