Pay for shipping and handling yet still no product

I placed an order on the 22 November, paid R500 for delivery and shipping. Was told the product would arrive in 5-7 working and I still have not received it. I called last Thursday, 28th Nov was told delivery would be by the end of the day. Nothing arrived, called again today was told they try to deliver on Saturday at 3pm and no one was there. The lady then said she is waiting for them to restart their system so they cam track my order and as you can guess she didn’t get back to me.

So I paid a whole R500 for what? Where is my product? Where is the customer care?