Online order not delivered

On the 24th of November placed an order with Old Khaki payment was made and its been saying delivered on their system yet i have not received the parcel. Their call centre agent have poor communication skills they keep promising to call back & never do. The Customer services manager is never at the office. As for the ladies at the head office "reception" Owen Peterson & Christine they are very *********** and lack customer relations. Can Old Khaki deliver what i paid for & be accountable to as to whats happening with the package.