No delivery or communications regarding our eBucks Store online order

On 17 December, my husband and I bought an item on the eBucks store for R14K - meaning we trusted the retailer. What a disappointment as there has been no communication in 2 weeks - not even an update on the order/app confirming that the order has been processed. We called after a week, and they just said that that they'll be in contact. Surprise...nothing. Can you please just give us an update or give our money back. Never again will we buy on the eBucks store.