Extremely poor service, maybe rip-off

Order ***. I twice checked in advance if they would be capable of importing the electric razor (built-in battery) that I wanted and they confirmed they could. Order confirmed 15 March. It is now 5 May. They kept promising me dates in April each time I mailed them. When I asked if there was problem with flight & batteries they re-confirmed was already at OR Tambo in JNB in MARCH!! How can it take 5 weeks to clear from local airport- I do not believe that the item is in SA I have asked for absolute confirmation but they will not give it to me If it is not here I need to get my money back from them (around R5300)