Very poor service from Lions Rugby Shop

On the 16th Sept I bought a present for my friend for her birthday and also paid for it. On the web they say it will take 3 to 5 working days for delivery. On the 28th Sept I have sent an email to ask where my parcel is in which they app**** that they will give feedback within 48 hours....I am still waiting for the feedback and my parcel. This is unacceptable. My order no is 968