Mac has taken my money and not delivered my item!!

I ordered an item online for Black Friday. The payment went through, but no order details. Been a month and a half and no email confirming my order or my item delivered. I emailed the customer email address and was asked to send my card details, payment date and the amount paid. I sent all of that through and not one more email. I send follow up emails every few days and nothing. I message you through Facebook, and get told ‘we are experiencing high volumes of emails.....’ and then nothing more. Surely after nearly 2 months my query should be handled and either my refund given or my item sent. Why does no one reply over email?? I would not recommend Mac online, as you really do not know what customer care is and treating the customer fairly. You have taken my money and not delivered the item I paid for....