Bad Online Service

I have order shoes online on the 28 of November 2019, after tracking my parcel, it says out on delivery. on the 04 December 2019 I phone to check the parcel and was scheduled to be delivered on that day... The following day I phone again but they kept on transferring to the online department but no one answers the phone. Now they can't even cancel the order because I am tired of waiting for something that is not coming.