Ordered 2 months ago - No delivery up to date

On 6 December 2019 I placed an order and received confirmation that my order will be delivered in the following 5-7 working days. Up to date I haven't received anything. I've made contact with the Customer Care Division several times via e-mail and telephonically as well to follow up on my order. On 23 January 2020 Mapule Mogashoa advised me that they will resend my order as they've been having trouble with delivery, although she didn't specify what trouble exactly. She said they'll dispatch on 27 Jan and delivery will be within 5-7 days, again I waited. Lesedi called on 3 Feb to confirm if my details are correct and indeed they were - however, up to date no delivery. I then called earlier today requesting to cancel this order, as well as my subscription and requested a refund and was told by Bhavini that she is only able to provisionally cancel my order and can't do anything else and that someone will call me some time next week regarding this. I find this unacceptable and I'm completely disappointed in this total disregard displayed and poor service. It is far from what I've come to expect from Isabella Garcia.