Goods not delivered for the online shopping

I placed an online order of 4 items on the 02 December 2017.

3 Items were delivered and there was no communication regarding the one item that was outstanding. On the 20 December 2017, I called to inquire and was given Reference No. 1 ********** 813 - GO. I explained that these items were bought as Christmas gifts for my kids and needed solution. I have been calling Edgars almost every second day and all they are telling me is that their online team will call me back, which never happens.

Edgars has been one of my favourite stores, but this has shown me that they are useless when coming to customer service and I will never again buy from them.