Vanishing order - no contact able human.

I ordered an item in November. It arrived in sa 11 December and since then no response or movement on the tracking. I opened an enquiry where I selected the item was not delivered and I had to fill in a kind of affidavit which had many statements in it and some which were questionable ie. Even though their tracking shows it never went out for delivery they are asking me to swear that no one on the property took it, that my neighbour's didn't take it and that the local (sa courier company - which had not been assigned yet as it had not been dispatched) courier did not have it. They initiated a refund without actually looking into it. There is no facility to actually communicate with a human being so they could follow up on my order which had been received in south africa. Pathetic after sails service. Won't use them again. My first and last time.