Poor customer service

I placed an order online. The payment was taken from my card but i never receive an email from Leroy confirming my order as usual. I then called them, someone confirms that they did received my order there was an error on their website they will send an email to confirm my order and delivery date. I haven't received any confirmation since then. When i call i will be told that matter has escalated there's no one who really give an answer of when will i receive the email and also when will my order be delivered.