Poor customer service

I placed an order on Friday 1 July 2022 and the EDD was 8 July 2022. To date I have not received any communication from Game. Yesterday, I called their customer service and they promised to investigate the issue and get back to me. Items on order are for my son's birthday for 13th July. I payed over R2000 and cannot afford to buy a new gift for him. Can game please let me know what is going on.