Exceptionally bad customer service/communication

I placed a order last week Thursday 26th August and paid and was informed that the delivery would be Monday 30th August. Monday came and went and then only after logging a ticket to ask whats happening on Monday did i get a reply on Tuesday 31st from Julie.K at 13:19pm saying "I have had a look for you and regrettably, your order has been claimed what this means is the parcel was either lost/ damaged during transit.

We can arrange a replacement order for you or a refund please advise how you would like to proceed.

We apologize for the inconvenience this has caused."

I immediately rep**** to vent my dissatisfaction of the poor service so far and asked that my order be delivered asap to which i have received zero feedback despite sending her another reply this morning. My order still says delivery by 7pm on Monday and i have no clue *** is going on, this is VERY poor service!