Delayed onlne order - and ZERO help form online chat support

I have never dealt with online chats where people dont care. I have been in contact with them after my order did not show up at the store as promised on 16 Sept. There online chat support - just tells me they will escalate and get back to me. No one ever does - every time you contact them you get different answers. One agent said my order has been delivered to the store they have not unpacked this. Next agent said its still enroute - tracking your order does not work either. But when they charge interest on accounts its always on time! I have screen shots of how the agents just decide they done helping and they end your chat without proper answers. I will share these with anyone willing to see it. I would like to know how long this is still going to take - ***