Where are my goods

I order and payed for my good weeks ago and I even got an SMS to say my things are on the way for Wednesday the 10th and til today I have not received anything not even feedback from the two consultants that I spoke to. Where are my things? What happened to my things? Why can't we get through when calling? Why isn't there anyone communicating with us? Why can't we send direct messages trough the app to query about the delivery?