No proper feedback for almost 2 weeks

I purchased an item from superbalist. After a few days I received an email stating that my item has been delivered. I had however not received the item. Upon contacting superbalist on 7 different occasions and speaking to multiple customer service personnel, the only response I received was that they are waiting for feedback and we will get back to me. No one ever got back to me with any real feedback hence I continued contacting the client concierge day after day but with no joy. To date 9 days have passed and I have no feedback as to what happened to my parcel and no effort seems to be made to contact me to let me know what is going on.