Refusal to assist with a query or return money.

I ordered a pet carrier 6 weeks ago from Takealot and have not received it yet. Each time I call or raise a query via the website, the response is that a agent will get back to me. There is NO resolution of this issues. They have my money but are refusing to assist with this query. I query it almost every day. This is the worst service I have received. I have asked for my money back but they are ignoring me. The next step will be to consult with the Ombudsman. It is *****ing. I do not have my item I have paid for and they do not want to give my money back.