Terrible Experience most unhelpful, avoid online shopping

After sending me a mail that my item has been dispatched on the 28th October I have yet to receive it. The shipping updates stopped on the their website on the 28th. On the courier website the item is marked for delivery on the 31st October. I have sent numerous mails Step are unable to provide any updates. They avoid answering any questions, their favourite response is " We will get back to you", this never happens, you have to chase them. I have tried telephonically to speak to senior people in the company they are never available. After placing the order on the 28th I received a mail from one of their directors, Molebatsi, saying the following

"It’s Molebatsi here, I’m one of the directors of STEP Building Supplies and I wanted to say thank you for your first purchase from us.

Your order is already being processed and typically all orders are delivered within 3-7 working days.

If you have any feedback or want to say hi, reply to this email. We’d love to hear from you!

Since then they have totally dissapeared. This is the worst online shopping experience that I have had, please avoid at all costs.