Online order - shocking customer service and after 3 weeks still no delivery!!

I placed an online order for goods from MRP on the 6th of November.

The courier apparently mixed up the labels on the box and I was sent another customer's order. I have not received the order that I have paid for.

I contacted MRP immediately and informed them of the error. I was assured that it would be investigated and resolved.

As of today, the 26th of November, I have still not received my delivery!

The consultant Samantha, that was dealing with my issue has been completely ***********. After informing me that she would investigate and provide feedback, I have not received a single communication from her and I have had to constantly follow-up. After raising a complaint regarding the lack of customer service I have received, I received an e-mail on the 18th of November from Thobani Ngwenya, a Customer Service Liaison asking if I have received my order.

To date, 3 e-mails that I have sent to Thobani, have not been responded to.

MRP I want you to resolve this issue by close of business tomorrow or refund me my money.

I am disgusted with the lack of customer service that I have received!