Zero customer service. No delivery.

I ordered a washing machine Wednesday last week. On their website, delivery was scheduled for 20 March. The item was "dispatched" to the courier on Thursday the 16th. I have still not received the item. On Monday, the delivery date disappeared from the website and the status reverted from "dispatched" to "Packed". I sent a mail, only to receive an automated response about 15 hours later, saying that they are too busy to attend to customer queries. On Tuesday I phoned the "customer services", but they have no idea of what is going on. They say that someone MIGHT get back to me within 36 hours!

What must I do to get the service that I paid for a week ago already!!!