Order Status Not Given

This is my first time to buy from this company. I have placed an order on 5 September this year. As per their order confirmation email, which mentions, "If the order has not been fulfilled within 20 working days, kindly notify us so that we can assist you with regards to where the product is and when it will arrive," I have followed up with them last week, after about 29 working days, but they are failing to inform me anything at all about the status of my order. This is despite emailing them three times since their telephone message says that we can contact them only via emails. Only got one response last Monday, saying they will get back to me soonest. I have emailed them twice more during the course of the week. Now, I am still waiting, wondering if I will ever get a response or a refund if they cannot get the product I have ordered. They do not respond to emails much, and one cannot call them! It is quite frustrating.