Total sports online does not have good customer care I have not received my sneakers and its been 12 days now and not even a single word from them

They have are unprofessional and simply do not have customer care at all. I bought Nike sneakers on 29 October 2020 and up to today 10 November I haven't received my order. These sneakers were meant to to take 3days or atlist 5 if it took too long but still there is nothing they do not even bother to call or alert me on what is happening. When I call they are forever giving me excuses no it was coming from Durban according to another sales agent the shoes arrived in jhb by Tuesday. I am really disappointed and angry . Please help