3 weeks no delivery

I bought a pair of superga takkies on the7th of November. I have been waiting for my order since the 10th of November. No one knows where my order is, I’ve been calling the call centre, sending emails, enquiring about my order, but no one knows where they are, they keep saying the will contact the courier company, but no one gets back to me. I asked them if I could contact the courier company, they said no, it has to been sorted internally. I am very frustrated with Superbalist, because it was my first time buying from them ?