ORDER NOT DELIVERED AND CUSTOMER CARE DOESN'T KNOW WHERE IT IS

Reading existing reviews has me very worried. On 26th Jan I placed an online order. 27th I received an email saying they were waiting for payment which was made at the time of placing the order. 28th I got an email saying that one item they did not have but the rest was on its way. 30th I received an email to say that it had been handed to the couriers and they would sms me on the day of delivery. Today is the 4th Feb and I have still not heard from anyone. I called the number on the email correspondence asking where the order was. I was then asked if I had not yet received it????? Karabo said that she would put a query on my order and someone would contact me. When I asked when that would be she said 48 hrs. I asked to speak to someone in a management position at which time she put me on hold and I eventually put the phone down. This is totally unacceptable - how is this allowed to happen and who can we turn to?