Poor service no delivery

We placed an order on the 22/12/10, today is 09/01/20 and we have yet to receive our order which was due to be dispatched on 03/01/20 , we did phone your call centre and after holding for 6+ minutes our call was answered we gave your call centre our tracking number and they informed us the order is yet to be dispatched and we must wait 48 hours for feedback that's an additional 2 days.. I'm not sure how this can be considered acceptable very disappointed doubt we will be using loot again.