No goods in 14 days

I have been a loyal Poetry customer for years. However, my first online shopping experience has been a great disappointment. I ordered goods on 31/07/15. According to the website it would take 6 working days to be delivered. I have yet to receive my goods, 2 weeks later. I have sent numerous emails and phoned their customer care yesterday - no-one answered when I was put through by their switchboard. My details and order number were taken. More than 24hrs later I have yet to receive a call from them. This is unacceptable practice by an established retail company. I will be reluctant to shop with them in future.