They have my money, didn't deliver my order, now ignoring me.

I have bought a washing machine online and it was never delivered. The next thing l received a notification that said my order was delivered successfully. When I called them the next day to do a follow-up l was advised that the machine would arrive on Monday. It's now a full week after they promised and nothing has happened. Whenever I contact their customer care, all they do is to log one complain after another, nobody gets back to me. I still don't have my machine, a refund or any explanation. They have been ignoring me. If there's anybody who can kindly advise me on the next step I can take, please advise. I am so disappointed and angry right now. I have called their customer care center again today (04 June), the very same consultant (Cindy) l spoke with yesterday kept telling me the same story of arranging for someone to call me.