Order non delivery

I bought an item on the 27th of November 2020 on the Game online store and shipping time is 7- 14 days it is now almost a month and I still have not received my item. I wrote an email and I was told that there is no shipping number yet and the item was handed over to courier. I called and the agent told me they will find out what happened and come back to me of which she never did that was a week ago. I never thought I would be reaped off by a game store