Appalling GameOnline service: order not delivered.

Appalling service from Game Online. I ordered a sewing machine from them on 8 October (Monday). They said 3 - 5 working days. Last Thursday I received an email saying it had been dispatched I should expect to hear from the couriers shortly. By Tuesday I had heard nothing. I have spent the last 4 days and many hours trying to get customer services to sort it out. Customer services keep saying they have escalated and that someone will call me back, no one ever does. Yesterday I phoned them three times. When I ask to speak to a manager, I get different stories as to why this is not possible - they are 'in meetings', 'they are not available', 'there are no managers on the premises', 'we are a self-managed team'. Finally someone has said that it appears that my order was delivered to the wrong person. Still no resolution. Still no order. I see many similar experiences here on Hello Peter. I wish I'd checked before ordering with them - will never use them again. Big big headache and complete waste of time.