Non existent service

First time using loot and starting to think it will be the last. I ordered 2x large items from them almost a month ago and 1 was delivered but still waiting for the second, have phoned then 3x everytime they say they will get back to me within 48 hours, but that comes and goes with no response. If I phone again they tell me it's been escalated they will get back to me but never do. This item was expensive and I expected better service. Will rather use takealot in future, have used them many times and never had an issue, why I decided to give loot a try I don't know.