Failure to deliver and failure to respond to enquiries

I have placed an order on 18 October 2017. My order number is RHKJ-158-B370 and my dispatch date was 13 December 2017. Dispatch has still not taken place. Diring the past 48 hours I have sent 5 e-mails and phoned twice. I merely receive a complaint reference (#21 ********** 5) and still no indication when the order will be dispatched. I am extremely disappointed and frustrated and consider legal action.