Online shopping

We ordered items online on the 25th November, it shows the parcel is out for delivery since the 29th November. We have been phoning customer care, got through once with absolutly no resolution to our complaint. They will get back to us, and NOTHING!!! Today we keep phoning and hold on for ages then the call get dropped. So what is said to take 1-3 working days, is now on day 5 with no results or answers.