Extremely bad customer service

Placed order on the 29th of August. Immediately received e-mail with tracking number. Followed up yesterday with the tracking company who did not have any record of my parcel. Phoned my "Homemark Online Happiness Consultant" who informed me that the item has not left their warehouse, she will follow up and phone me back. No phone call, so I followed up with an e-mail to online store and still no feedback. How can you state on your site that shipments take place within 24 hours, and then don't honor this promise and even worse, not give any feedback or apology if a client follows up twice??