Almost a month no delivery No communication

I purchased an item online on the 25.12.2022, the order was supposes to be delivered on the 2.12.2022 as per the online tracking facility. Till today no sign of the item. I tried the online chat services which takes forever, and you can never get a response. I tried calling in for assistance the numbers are always busy. I sent in an email, received a response, asking if i have received the item. How ridiculous is this, they should be telling that my item will be delivered not asking me to confirm delivery. I suppos this is the reason for Game losing their footing to opposition franchises as the service is pathetic.