Covid 19 is no excuse for any company to deliver bad service to their customers

I placed an order with them on the 8th of May. I did check stock of the item and they said that, seeing it was an essential item, it would be shipped within 2-3 days. It is now the 28th of May and I have had no update on the order (the tracking says that the order has been placed. That's it.). I have had no response from an email I sent to contact them to follow up, the response via Facebook was generic and not specific to my order and I've put put on hold one the "customer care" phone line for longer than I have airtime to hold on. Unacceptable to say the least.