Zero response received

I have had an order OUTSTANDING SINCE 24 Nov 2019, which was intended as an 18th birthday present for my daughter. They claimed delivery in 2-5 days, but its now the 15th of Jan, and STILL no delivery, no feedback, no follow up, and no resolution. I have done my best to be a nice customer and kept my complaint private, but this is now ridiculous, and NOBODY is calling me back. I have escalated the issue and even gotten a complaint number, but what difference does that all make when they take your money and then don't deliver? Ordered online, so there isn't even a store I can go yell at. What am I supposed to do now? Spend more money so that when it finally arrives she has TWO of everything?