Order not delivered and no refund for it.

I ordered from this Co a set of Zwilling pots and a kitchen cloth for R2974,00 to date have not received the order. I have called n was given by their automatic answering machine to email my query which I did. Their response was they cannot match my Ref to any order and I must send a bank confirming payment slip which I did several times. I then wrote again to get my cash back since on their receipts they will be amount which cannot be allocated amounting to R2974,00. To date no correspondence or call from them. I will be happy to receive the order or full payment refund.