I feel Ripped Off!

I order a hold-all bag on the 12th July. On the 29th July I asked where my order was a received a message from Kaya Cele saying it was on the way and I could track it. The tracking page stays the same as if it's stuck. I still have not received my bag - order number 2861. I keep receiving emails asking for my feedback about their service, but get no response when I say I have not yet received my parcel! Correspondence has happened on the 12, July; 25 and 26th Aug and the 3 and 19th Sept. Still nothing.