Game refusing to refund a purchase despite failing to deliver.

i made an order on the 24th of may and it was not delivered according to terms of the website which is 5 days. Since then I have made several attempts to call their contact centre and they refuse to put in contact with a person who can assist me with a refund for my purchase. complaints department is none existent, massmart isnt answering their 27 (11) *** number.