Lack of Information On Order Status & Shocking Service

I paid for an order 10 days ago, but have received not update on when I can expect delivery. The status on the order stays "unfulfilled". I've called the call centre & once managed to get a consultant who said they'd call back, but didn't. I've tried to get through again but I'm put on hold for half an hour before I have to hang up as I've run out of airtime. I've emailed multiple times but no one responds. Is this company a hoax? Has my money been ******? Shocking & unacceptable service