Ebucks store delivery woes

I purchased something from the ebucks store on the 28 November 2020. The expected delivery was 4 December 2020, and it never arrived. I called the ebucks call center yesterday (7 December 2020) - after much frustration with the voice prompting and spoke to an agent who said they would follow up and get back to me. No call back. I called back again today 8 December 2020, and they agent I spoke to managed to get me the couriers tracking number and told me to call them myself. Really? The courier service has a 1.5 satisfaction rating on google reviews and they do not answer phone calls, I can see based on their website that they received my parcel on the 2nd December - but have not sent it out for delivery. Now what?