No communication from retailer

I did an online order on the 25th of August and to date i havent received my order. I did a follow up and i was told the status of my package says truck hijacked. No one bothered to call me and inform me. Ok since im aware of what happened, i was then told i will be given feedback of how things will plan out. No one called me today, so can the matter be resolved and i dont want a refund but i want the goods i ordered.