Poor Service and Poor Customer Feedbac****

Ok, so I ordered an item online on the 2nd of December 2019. I don't get any feedback on the delivery date/time. So I phoned the customer care line and wait for ages before someone actually answers. Today, I phoned again to confirm my delivery schedule and I told the support agent I'm not happy and I was told it will get escalated and sent to Head Office. I will receive an SMS with reference number and H/O will phone me. Still no call. Still no SMS, no reference number. Seriously bad service! No customer service! Hope to still get my ordered item this wee****!!!!!