Failure to execute online delivery service

I ordered clothes online from Miladys, its been 2 weeks and I have not received my order. I called in on the Mr Price line everyday since 5days of my purchase and I was told the parcel left the warehouse but no one knows the delivery company that took my order. I was promised this will be investigated and I will get a call back..til today nothing. I have requested a refund on two seperate emails and til today I have not received a response. Everytime I call in I'm made to hold on the phone for hours and I get the same response that no one knows where my order is.