Game store poor service

I bought DSTV explora ultra decoder online on the 25th of November 2021, today is the 18th of December 2021 and I still haven't received my order. I called their customer service 9 times and nobody's helping or even know how they can resolve my issue. All i get is that they unfortunately can't get hold of their dispatch department and that's it. They apparently can't do anything to resolve my issue if they can't get hold of the online order department. I'm very disappointed in their service and very frustrated as it seems i won't be getting my order anytime soon