Customer Service department but no customer service

The issue with an online order placed over 2 weeks ago, still not delivered. Followed up over 10 times and it’s conflicting information. The tracking number does not populate- the social media team and call centre agents are rude, not helpful, misinformed and ready to answer without applying themselves. Spoke to Nox, disgustingly rude and has zero customer service understanding. YOU GUYS ARE IN THE WRONG yet not even an apology for this mess up, instead dead silence on the phone and continued lies. Held on the phone for over 30mins for a manager, still nothing, very eager to go ahead and cancel an order but not willing to resolve and give accurate information