IDENTITY - POOR CUSTOMER RELATIONS/ONLINE ORDER STILL WAITING 2 WEEKS LATER

I placed an online order on the 23rd of April which was confirmed on the same day. Today's the 6th of May and I still haven't received any sort of communication from Identity. The money has been deducted off my account accordingly and will be expected to pay the mjneg expected by them but the product itself I have not received.

After posting on Twitter about the experience I've had they went on to ask me to send an email to their customer service team which I did but after providing providing with the order number they still haven't gotten back to me.

I paid R100 last week and will need to do so at the end of this month, common decency says if they can't fulfill my order they should contact me and inform me that they'll be refunding my account since through no fault of my own they can not completely fulfill the order which they initially promised would be delivered to my preferred delivery address in 5-7 days...needless to say 2 weeks and counting doesn't go down well with me.