No delivery and zero service

I ordered a jacket online on 25 July 2015 (order number #***). I have still not received my item and it is now 13 days later. I understand your policy is that normal delivery takes up to six working days but that's long expired and all that I can see online is that the payment is captured, so I can only presume the item has still not been packed nor shipped. <br> <br> After around 15 attempts (not even exaggerating) a call centre agent finally answered on Friday last week (31 July) who assured me the item would be packed over the weekend and that I can expect delivery around Tuesday (4 August). <br> <br> Can you please let me know why it is taking so long for anything to be done with my order?<br> I have tried to call the call centre another 30 times since and never does anyone answer. I have even left a voice mail but received no response in it. I have sent an email to the online shop email and head office and received zero reply. I even called head office yesterday in desperation and someone took my details and promised a return call which never happened. I never expected such pathetic service from the store. By the time I get my jacket it will be summer at this rate. PLEASE RESPOND!!!!!!<br>