Bad support, no accountability

I ordered an item on the 27th of November and it was meant to be delivered on the 5th of December, item has not been delivered.

I have been in communication with 'support' on Facebook and email, the level of support is rather bad. They do not answer questions directly nor do they provide any proper feedback other than platitudes.

Everytime I email them they escalate but nothing happens and the Facebook support reply with the same thing over and over without answering my questions.

A few days a go I got an email saying the item is being returned however support doesn't know anything about this and say it should be delivered today (they've been saying that for days at this point).