Online order nightmare

Ordered a gift for my friend and needed it by the 22nd of January. The order was placed on the 12th of January, along with some other gifts on other websites. The delivery date states that delivery will take place between 5 to 7 working days. At the latest, it should have been delivered on the 20th of January. It is now the 25th of January and I still don't have the parcel. All the other parcels were delivered on schedule. I used to love buying dresses from Poetry as the in-store service has always been great. Online orders not so much. I can't get hold of anyone at the call center, stuck in position 1 in the queue for ages. No reply to my email either. I am very disappointed, not only with the slack handling of this delivery, but also the poor communication options for customers.