Parcel stuck at couriers

I ordered stuff at istore on Friday 28 July 2023, it’s August the 7th and I still haven’t received my order. I had to contact the courier company myself and I was told the store hasn’t approved/ accepted a condition to dispatch my order. The courier company tried to contact iStore numerous times but failed. I called istore and they opened a case on Friday 04 August 2023, Today is Monday and I still haven’t received any response/solution about my order. It’s 2 weeks since I’ve ordered, I’m not receiving any sense of urgency from the customer service team!