Disgraceful lack of delivery and service from an online shopping site

I ordered and paid for 12 kit bags online on 4 Feb. The delivery date on the system says 11 Feb. The parcel cannot be tracked as the courier system is not the correct courier company. I have phoned 3 times and told the matter would be 'escalated' to the courier company and I would be emailed with an explanation. No email. I have tried to email the 'support' email on the website - no reply. At one stage I was asked if I could go into the Tygerberg shop in CT and collect them. I live in Knysna, 500km away. One lady got very rude and when I asked to speak to a supervisor I was placed on endless hold. It's now 20 Feb, almost 3 weeks after ordering - still no explanation, no resolution, no kit bags. I've now ready many similar stories on HelloPeter - what is going on with Mr Price, a 'trusted' brand????!!! Where are my bags? If you can't get them to me, then you must refund my money. You can't just ignore this and hope it goes away!! You have taken my money and not supp**** the goods in exchange, which is *******.