Very poor service

My package was expected 5th April already, no communication, I've called multiple times, I've connected via chat where they blatantly ignore you until the chat disconnects itself. I've asked the issue to be escalated. This was an EID order which could be tomorrow or Thursday. No one has called me back, I've even asked if i could go and collect the order as this is my kid's Eid shoes but nothing. Service is very pathetic