Online Order - Pick and Pay pathetic unbelievable service

On 19 December I placed an online order which I paid for.*** - Order number not delivered to date this order has not been delivered, I called in a few times promised delivery then nothing happens today is 25 January what was suppose to be christmas clothes for my grand kids have not been delivered. No one bothers to come back to you I received an email from Kathy Goddard and then she disappeared, then Adrian Louw and he disappeared. This is really pathetic and unprofessional its not the first time I have ordered online so there should be no excuses.