Order not delivered and no assistance from support

Although we contacted the support desk to complain about the order. There is no feedback from Tarryn J and Robyn L. They are completely useless in trying to follow up and understand our complaint. We placed and order and thereafter had an email to say the order was on its way. The order was then marked as delivered but nothing arrived. We followed up and this was not resolved by Tarryn although she said she was going to feedback. We followed up again and Robyn rep**** this time and she wanted to know if we located the order… we never received it…. Can you please assist with the following order: ***4. The item that was not delivered was the trolley cooler bag.