Online order that disappeared and clicks taking forever to resolve query

I ordered 2 bathroom scales online in the morning on the 5th which were supposed to be delivered at my house, I received an email the same day in the afternoon that my parcel was dispatched and I'll receive it in 1-3days. On Tuesday the 11th I called to follow up and Abraham told me the parcel was delivered and a query Will be logged to find out who took delivery as I didn't take delivery of my order, I received no feedback and called back on Wednesday same story was given to me by Rashnia and yet again no query was logged, yet I was guaranteed feedback in the morning. Spoke to Mohammed who told me that he had logged the query when I asked to talk to the manager or someone in their online department was told that their busy and won't be able to take my call. He then advised that there nothing else to be done as i have to wait another 48hours for their department to investigate right after waiting more than 48 hours to receive feedback from them. This is frustrating as those where meant to be a gift.