Bad service at Buy grocery on line

My sister Sylvia has orders grocery on the 13 /12/2019 with order number #3357 with company called Buy grocery online she have not receive her order from the company. We have tried call the company their phones are not going through and we have send email numerous time without any respond. All that we want is the goods that we ordered to be delivered or get the refund. I don't understand how they doing business without communication. I have never experience a bad customer service like this.