Terrible customer service.

Online order was placed on 2 December, received email on 12 December to inform me that my order is out for delivery and will be delivered before 5pm. However nothing gets delivered. Call customer service who's only response is they don't know what happened and it will be escalated and someone will call me back within 48 hours. Asked why they will send me an email to say it's out for delivery just to hear "i don't know". Worst service ever....