Poor online service & customer service

I ordered a parcel on Edgars online on the 2 December 2019 until now I am still waiting for my parcel although the shipping period is 4-5 business days. It has been 12 days and the parcel still has not been dispatched. I phoned on the 7 December 2019 and was informed that the parcel should be delivered the following Tuesday. I then phoned again on the 13th and they said it would be here on the 17th and as yet still nothing. A colleague also purchased a package on the same day and it has since been delivered. According to my latest phone call which was today I was informed that it still has not been dispatched. They are unable to tell me why my parcel has not been dispatched yet. This is meant to be a gift for Christmas and the poor customer service which at this point is not picking up the phone have not been a help at all.