NJW Terrible online service

I don't know what's happening with NJW online purchases. I placed an order on 28 November 2023 through a layby which I completed on 27 January 2024. I have been trying to request status updates and also requested delivery to their Menlyn Mall store. I have not received an update for what's holding up the order only told refund can be initiated. My wife is without a ring and I wanted to suprise her on the 14th Feb 2024 but doesn't seem possible as my recent emails were never answered.