Worst service ever ever

I have placed an online order on the 3rd December it shows that it has been delivered on the 5th December but no package was delivered to me and have been calling the customer service with two ticket numbers *** & *** and sending countless emails but No feedback received all they say is it has been escalated for the Whole month? Today it's the 4th of Jan No communication has been received. Is that how you work with your customers? I'm so disappointed in your services