Non delivery of online order

I ordered and paid for a stove and hob online on the 9th of November for delivery after 3-10 working days. I also received a link to track my order but this does not work! After 10 workings days I phoned head office to place a formal complaint. HQ can't follow up with the warehouse so all I received was a complaint reference number and was told someone would be in contact. Its now another week later and I have heard nothing from nobody. I phoned head office again today and was told to lay another complaint....really? I want to know where my order is?