Awaiting online order

I made 2 online purchases on the 31st of May. The 1 purchase I made later in the day has gen shipped however the first purchase status has remained in "processing " I proceeded to call the call centre waited for more than 40min before I spoke to someone. Call centre rep named Krishni could not escalate or tell me what the issue is. The value if my purchase is R1700 which is a big order. I fail to understand why I cannot be assisted. I bought this clothing as a gift for my daughter but I obviously should of bought it at another store as now my order is lost in cyber space. I needed my order to be processed and shipped. I'm so upset and frustrated at the level of service I have received, I have always been a loyal customer to Mr P. I fail to understand why no one can assist me. There should be a process in place, where issues like mine can be escalated. I cannot just wait. I urgently need by issue to be resolved!