Loots late deliveries and lack of communication with customers

My friend ordered a smeg stand mixer on the 19th of June. The expected delivery date was the 12th of June, it has still not arrived. They have taken their phones off of the hook, they don't answer emails, she has posted many queries via Instagram. There are no updates on her profile so how is she supposed to know when it will be delivered. The least you can do is just keep customers up to date with their orders so that they don't get frustrated and bombard you with many messages, emails and phone calls. The order number is HMNB274B510