Disgusting follow up service from Hyperli

I bought a set of earphones on 24 January 2019 from Hyperli. It indicated that my payment was made and that delivery was to be done with immediate effect. The order shows processed and packaged and yet almost a month later still not sent or delivered as promised. I have logged numerous requests, with the promise of a 24 hour response and yet no one follows up on these tickets. This was supposed to be a birthday gift and it is now so delayed. It is rather poor for an online order company.