Unacceptable

Had my eyes tested for new frames and lenses from your specsavers bluff branch in Durban on the 11 January 2018. I was in formed that it will be 14 days till I could come and collect them. It is now the 6 February... I have contacted them the 1st time to enquirer what was going on & was told they could not find anything on the system I must phone back! I have contacted them a number of times and just get told they have not arrived yet. Being in the service industry I would of appreciated a courtesy call or email explaining the situation. I keep getting told we will phone you with feedback.... I am still waiting for a phone call. They were very quick to take my R3200 but can not provide me with an explanation of what is going on??? I would like to know how I go about getting a refund of my money as this is unacceptable.