Service is Terrible - don't order goods online!

Online shop not efficient. ...promises orders to be delivered in 2-5 working days but not so. Ordered on the 27 Nov 19. I tried to query with the online help, the lady told me she will escalate my complaint and I will receive an SMS. I have tried to phone ***for the last 4 days and no one answers, I have mailed them twice and one email response (standard) yesterday that I will be contacted shortly. Which still has not happened. This is now 11 days later. No one communicates with customer. Service sucks.