Shocking Online Service

I'm waiting for an order which was placed on 10 December and promised to be delivered before Christmas and the order has not arrived. This was supposed to be a Christmas Gift, when trying to follow up the call does not answer they are actually dropping calls and when you send an email, they send an automatic response that they'll get back in two day. This is shocking cause and defeats the purpose of online shipping especially this time of year when they should be pulling all the stops. Getting back to me after Christmas isn't going to help me cause I need to have the gift that was supposed to be delivered four days ago, delivered today.