Bad service from Etzetra ZA

I have places an order at Etzetra ZA on 10 May 2018 and paid for it. This package has been 'on its way' since. Today is 3 September 2018 and still no package!! Really?

I have frequently required assistance from Etzetra ZA via e-mail and even requested my money back, but the only reply I get is 'on its way'!! This package has been in South Africa for over a month !!