Bad service

I bought online on the 01/01/2026 at Refinery online. Today is the 19/01/26 and still I have not yet received my package. I sent emails regarding this matter. This is their reply. Good Day Monica I trust you're well. Kindly note I have escalated to the courier to advise on delivery ETA. We do apologize for the inconvenience caused. Kindly note I have escalated to the courier to advise on delivery ETA. Thank you. Kind Regards, Refinery Customer Care Nqobile Dlamin