MORE THAT A WEEK OF BUYING MY PHONE ONLINE - NOTHING RECIEVED

I bought me phone online and I received an email saying it will be ready by 15h00 latest and that I need to go and collect at Cape Town Icon building. This was on the 27th of August but till to date, there's no communication, I have requested a refund so I can buy elsewhere but they are just ignoring my requests.... I'm fuming to be honest yhoooo - I'm so frustrated and disappointed.