Still waiting for parcel

I've place an order online on the 18th of December 2021, Still not received my order!!! I've phoned and they did not know where the parcel is and they will let me know by email. It is the 6th of January 2022 and still NO RESPONE or Parcel Online order number: 211218 - 001 - 1037

It seems like nobody wants to reply!