Horrible service and struggling to get my refund!!!

I am behond fed up. I placed an order with Pick 'n Pay clothing online on the 8th of August. The money went off my account but there was an error on pick' n Pay's side and my order got lost on their side. I have been struggling for over 5 weeks just to get 'n refund! I have phoned countless of times and I have sent emails every week. I have been in contact with Jesse and Micayla (from the call center), but every week they apologize but nothing gets done and after so many empty promises, they never followed up with me. I have requested a few times for management to contact me, and in 5 weeks no one has contacted me! I don't know what to do any more! I am behond fed up. The clothes I ordered was for my hospital bag as I was 34 weeks pregnant at the time. My baby is already 2 weeks old and still NO REPLY from Pick 'n Pay!!! I actually went to Mr price to get the stuff I needed for my bag. Worst service ever!