Online order not yet delivered after promised delivery date

Ordered 27 November to date the order hasnt been packed. Their customer service takes you from pillar to post no assistance- i asked if i can come and collect by myself and the response is its not yet packed- why not just pack and let me collect since delivery is failing you. I bought these things for an event this weekend but nothing is moving. Pathetic service . No communication whatsoever to even apologise or provide reasons for delay