Pathetic Service

I ordered clothing online on the 4th of May, till today I haven't received notification that my order is ready for collection at Festival mall, I called in last Friday and a lady told me that the order is picked I should get delivery after 7 working days, it is 9 working days and still no order, their phones are not working now and they answer emails, I need my money back or my clothes delivered. I want to know why is taking so long and why is there no communication.

I need urgent feedback.