Order placed 12 days ago, still not delivered

I've placed an order for a Rollator on the 8th of April 2026. My order date arrived, order never arrived. I was eventually told it will arrive by either the 15th or 16th of April. Today is the 20th of April and my order has still not arrived. The only responses I get is the generic response about it will be sent to the escalation team.. . I am yet to hear anything. This is a medically NEEDED item for an 88 year old desperately waiting. When I send emails enquiring I receive these survey emails stating my case has been resolved when it has clearly NOT! I do not have my order which I Paid for. I just called in and spoke to someone completely ***********, she was grasping at straws and honestly just made me more irate. When asking to speak to someone more senior she said there was no one available as they're all in meetings. How convenient!!! I am extremely disappointed by the level of service received. I think it is pathetic. How do you offer such items, knowing those who purchase it are doing so as a result of it being a need. And yet you have such horrible customer service and *********** people answering calls. Disgusting.