Shocking Online purchase experience - Still no resolution

I did an online purchase recently and paid via instant eft. When the day came for the parcel to arrive, nothing came. The following day I made contact and they said that they were unable to locate my order. I was asked to send my POP which I did immediately. The following day I received a response instructing me to send my POP to a different email address which I did. This is now 5 days later, no parcel, no response and no refund......I have sent numerous emails....shocking shopping experience