Purchased item

I have ordered an item the 3 of November. It was added as delivery. Today is the the 28th of November and i have still not received anything. I have phoned multiple times but that does not seem to help either. From a company with such a good reputation i feel like this is the worst experience i have ever had. This is completely poor service. It has been 18 working days. This was my first time buying at hirchs and they have disappointed me big time. I cant say i would recommend them.