MuchMax not delivering on time

On 26 September 2018 I bought a dress online from MuchMax , which is situated in Randburg. They received my payment (EFT) on the 27th of September 2018. On their website they say that it will not take longer than 20 days for your package to be delivered. Well, it is now 36 days and I am still waiting for my package. I tried a few times asking them online when I will receive my order but they did not reply. Then on 8 November 2018, I emailed their complaints department asking them when I will receive my package, and a person named Augustine did come back to me saying she/he will look into it and let me know. On the 9th I mailed them again asking them what the status of my complaint was. Needless to say, I'm still waiting for a reply AND I STILL DO NOT HAVE MY PACKAGE!!!!!!!!