Worst online shop experience

My order number is 92652

I am extremely disappointed in your online shop. .I have never bought anything from you guys before but I decided to take a chance because you seem to have a wide variety of stuff for small animals which not a lot of pet stores do but that being said, I placed my order on the 28th of November already today is already the 2nd of December and when I track my order it still says processing how can that be!? Then when I try calling the customer service line on the website to find out what the delay is nobody answers VERY VERY bad customer service.