Order not delivered and can't get hold of anyone at Toys R Us

Toys R Us South Africa I placed an order online for delivery on 5 May. We have still not received the package (19 May) I have tried calling, no answer. I have emailed, no response. I have sent a message via FB Messenger. I have tried tracking the order and it says that 'waybill does not exist'. On the website it says Order Complete, which it is not as we have not yet received anything. Can someone get in touch with me regarding my package? Order number ***