Now response or reply

Hi i have made a payment in the begining of year for a watch with ingraving on it with a mail send to them confirming of payment and were the confirmed ingraving also included. Then i had to make ather payment again for ingraving wicth i did ,now the dont come back to me and i have send t mail to them gave them a call with the told me the cant help me now and were i watsup them were the said they getting to the mails ,how long do it take to get back to a mails between 3 weeks and now Waiting for a reply Thanks Chrisjan