Game online - bad service

I have placed an order on the 7th of November, the 8th I received an email stating that my order has been dispatched from the warehouse, the 9th I have received an email stating that this email is to confirm the delivery. I have spoken to a few consultants to find out what is happening because I never received my order and every time it is we will escalate it to their internal department and will get back to me. Today is the 19th of November, still no answer and according to the courier company they have not received my order. Promise that Game online gave me is that the order will take 3 - 5 working days! I would like an answer !!