Terrible service

Terrible Service! My first time ordering from this online shop and it was a complete disaster! I ordered almost two weeks ago, and still have not received it. This is christmas gifts and i am leavinf johannesburg next week and will require these items! When logging in to my profile to track my order, it says they awaiting payment when it clearly went off my account and was paid for. I sent emails with proof of payment and still have not received any communication back from them. I tried calling the call centre and after holding on for at least 20 minutes, the phone cuts off. On two occasions! I spent quite a substantial amount of money on goods! I will never use Zando again :-( such a pity for a first time user...