No update on incorrect order

I ordered teacups and saucers online, but only received saucers. This is a xmas gift so obviously I want to receive those cups asap, but I have not received assistance from Boardmans and it's almost been a week! They keep replying to me saying they will escalate my query. To date, they have not contacted me once to tell me what is happening. I have phoned them, asking nicely for updates, and they always say they will let me know what's happening once the online department attends to the query - but they never do! Earlier, I was so frustrated I posted my problem on Facebook. They rep****, asking for my contact details. Have they contacted me? No! They never take action to solve the problem. What more must I do to receive the teacups that I have paid for? This is ridiculous!