poor service

Order an item on 5 november 2015 a dress paid the same day but as yet no items delivered spoke to Rachel who promised i will have it by today 18 November 2015 but no reply on my email from this morning. This is bad they dont let you speak to manager but they take yoyr money i need this dress for the 21 November thats why i ordered it....what is the problwm i even made a suggestion to give me a bigger size so i can let someone take it in so that atleast i will have a dress to wear to a function. But yeah you have my money so why worry to deliver my stuff i have already bought but make empty promises i want my stuff asap