Waiting 4 weeks for online order

Have been waiting for over 4 weeks for my online order. Pathetic, Unacceptable service. Emailed them an numerous occasions and have not received any reply (first email sent almost 2 weeks ago and NO reply)!!!!!!!!!!!!!!! Their phones are not working and they dont reply on emails. What options does a customer have accept for lodging a complaint with the ombud, and hoping it will then get sorted. I am a regular customer but will NEVER AGAIN but anything from them.