Totally unacceptable

I purchased the explora 2 plus installation on black Friday via you're online shopping and chose delivery to my husbands work address for the 27 November 2018 at slot 3pm-4pm delivery, it was never delivered. I called on Friday after wasting so much money trying to get through to a consultant, then eventually after hours of recalling I spoke to a lady who named herself as Vanessa, I explained that I'm still waiting for my explora to arrive as the money went off my bank account long time ago, she said she will do a follow up and call me Monday, its after 2pm and not a word from her, I've tried calling from after 1pm and once again its a struggle to get through to a consultant, this is pathetic. I need someone to take ownership of locating and delivering the item which I already paid for. I will be logging complaints everyday until I receive my item.