Ignoring order issue for 2.5 weeks and counting

I had an online order issue on 20 November and emailed on that day to find out if the order went through. No response, followed up again and still no response.

Eventually I turned to twitter, and after several follow-ups after they failed to do what they promised (ie, PHONE to sort out the problem) I was told it was escalated. Since "escalation" whatever that means, I've followed up multiple times once again, still with no success at all.

After a missed birthday present, it's looking like these folks are going to cause several missed Christmas presents too (which were included in the same order).

At my wit's end. I'm pretty sure this has been charged to my account too, and am feeling very thieved from.