Don't order online! Pathetic!

Placed an online order on the 31st of October. The order went into a "In progress" state. I have phoned multiple times only to be told that they can't see the order on their side. I have emailed them the order and the proof of payment and still nothing. When I phone they tell me it's been escalated. I don't want it to be escalated, I either want to take delivery of my order or cancel the order. This is one of the worst online shopping experiences I have ever had.