Pathetic Service

I ordered a stove online on the 30th November 2021, to date, 16 business days later there has been zero communication neither has the item been delivered. I made a call to the call centre on the 18th December - agent promised to contact the branch and call me back with feedback - no response to date, Called the call centre again today - now I've been told it was despatched on the 4th December and they need to track it??? Pathetic service