Rochester's Online Channel is a joke and potential ****

I am extremely unhappy with the service, I've received from Rochester's online platform. I made an order on the 15th of July 2020, money was deducted from my account however the tracking information still shows as "order placed". Their turnaround time is appauling and although a consultant from their call centre promised to call me, this has not happened. I need urgent feedback on order ***. Either deliver my goods or return my money because the lack of progress is really unacceptable. The service is just as poor because no one bothers to answer call. I would not recommend purchasing from Rochester to my worst enemy.