Really frustrating after sales service do not recommend will not support again

I made a purchase on 25 October. If I check the progress there has been no updates since that day. I finally get an email response today that says they are waiting for fulfillment of one of the items however it states any delays Wil be communicated then rather phone and give me the option to remove replace or refund me for the item that is delaying the order. Do not advertise you will communicate with clients if there are delays and how your delivery process works of you are not going to follow your own guidelines. Waiting for a birthday gift and now I won't have anything. And the fact that no one can phone you to follow up and have to wait for your dreary email service to respond is also extremely frustrating and terrible after sales service. Easy to take my payment but then have to jump over 10 hurdles to get a response.