Poor service

I bought a bicycle online on the 24 November. Next day I got a message that they were going to deliver, which never happened. I have been calling the call centre where they pick up and not say a word until you hang up. I sent an email which was never answered , I got the WhatsApp number where you have a robot responding with the same answer for everything question. when I track using the details they gave me it says packed while it was on its way last week. My son has been waiting for his birthday gift that I paid for but some rich company believes I don't deserve to have