Worst Online Store/No feedback after escalation

I placed an order on the 26th November 2017. The status for the last week and a half is in transit. They have given me a tracking number that is non -existent. I should have received my order in 2-5 working days. Its been 10 working days. I have escalated this 3 times (Ref: ********** 0106/go) to the online team, and every time I get told "Apologies", but not once has someone contacted me to explain where my order is and what is happening. Very easy though that my account has been charged with R1300 with no goods received by me. What is the point of escalation at Edgars, because there is obviously no system in place. 3 times escalation with no word from anyone. Pathetic service. Give me back my money. I want nothing to do with your online shop. Trust me I wont make the mistake of ordering again from Edgars Online. Literally the worst and most disappointing online shopping experience ever!!!