Disgusting Service

I paid for a coat on online on the 01st of July, they estimated the 05th of July as the delivery date. The parcel was never delivered no communication at all. I phoned them and sent an email they advised me it was delayed due to shipping from JHB. Another week went by. I phoned again they told me my order was lost in transit and I need to wait while they investigate when I ask for a refund. This is totally unacceptable they are not communicating at all. I am the one who has to keep contacting them. Today I got a notification that my parcel is delivered where as no parcel was delivered, I call them again enquiring about the delivery status, they tell me that on their side it is showing that my enquiry was escalated and they are investigating it. I JUST WANT MY MONEY BACK!!!!!!!!