Paid for goods I am not recieving

Really disappointed in the service, i feel like ive been ******. i placed an order on the Mr Price app on 28/08/2018 and made the payment, but now my order cannot be retrieved. i phoned the customer care line thrice and they are unable to assist me as they cannot pick up the order on their system. i have been advised that the issue will be escalated to the relevant department and i will be contacted within 24 hours. I am still waiting on feedback, can someone please assist me to getting my refund please or my order. I am a loyal customer and i am really ****ed off by this issue and the **** service! This is not fair, i paid for the goods and now i cannot get what i paid for or my money back!!