Untraceable shoes

I found hiking boots at Cape Union Mart but they didn't have my size in stock only at their online store. They advised me that they only have 2 pairs left in the size I want and it would be advisable to buy online. It will take 5-7 days for delivery to the store of my choice. So I paid on 22 December 2020 around 14H00. Taking all the holidays into account I calculated that I should have my shoes by the 4th of January 2021. I gave the online store a call on Monday 4 January 2021 to follow up. The consultant couldn't tell me where the shoes are. I then sent my mom to the store where it needs to be delivered and all they could say is that they can see it's been escalated, that was on Tuesday 5 January 2021. It is now Wednesday, 6 January 2021 after 12h00 and still no one have contacted me to let me know what the hell is going on. I mean surely there should be some way to track the shoes from the warehouse to where they are currently (dispatched, with courier, etc)?