Online order On Hold- no assistance

On Monday 3 May I placed and paid for an online order. A week later I have not received a delivery and checked up on my order. The status was changed to "On Hold". I sent a mail to the address provided on the online site, but received no feedback. On 11 May I phoned the call center, but was rudely informed that it "seems" as if some of the ordered items were out of stock and that if I wanted to know which items it was I needed to go onto the online store and check availability. I queried the possibility of a refund and was told that this would take between 5 and 7 days. I was advised to wait until Friday, 14 May, and follow up again. Now, the situation is this, I don't have money to spend on something I don't receive, and when I buy clothes I have to save up and budget ahead of time. So the response from call center agent was rather devastating, so I turned to Facebook. I noted my problem and was immediately informed that the situation is being attended to. Shortly after this, still on Tuesday 11 May, I was informed, on FB that the store will contact me. Today, on 14 May, nothing has changed...my order is still on hold and I have not received a single call or message. In fact even the FB message posted this morning was ignored. I am really in trouble, the weather is changing and I need warmer clothes, I don't have funding to buy clothes while awaiting for this issue to be sorted. I need urgent assistance. I am very willing to change my order if required, to items that are in stock. My order *** refers.