No feedback on unprocessed order

I placed an order at Mr Price Clothing online, which was paid for (I have proof of transaction), but the order was never processed - this was on 12 June. On 13 June I phone the Mr Price call centre and the agent asked for some details and told me she would get back to me.

Since then, over a month, I have used Mr Price's WhatsApp service, emailed the agent and ***, phoned and left PRIVATE messages on Mr Price's social media - all in an attempt to get the order fulfilled or my money back.

On 30 June, I was told, on the Mr Price WhatsApp service, that there is a backlog and with the service desk for feedback. It is now 13 July, and I have not heard a word from Mr Price.

I am now, again online, trying to resolve this and have been holding for nearly an hour to get hold of someone.

Surely this is theft? Mr Price, either pay me back or fulfil my order? Up to now, I would've been happy with a gift voucher, but now I just want my money BACK!