16 working days no delivery

Toys R us keeps referring me to their ecommerce department. Everytime I speak to them I am told the order will ship the latest that day or the next day. Apparently one item on my list is out of stock. I get that black friday had huge sales ect but never was the expectation that I will have to wait three weeks. I am going away. Is it not possible for my order to be shipped and then that one item be delivered later. Obviously I am stressed out as this is going to ruin my children's christmas. I have tried calling again this afternoon but the call only lets you listen to the same song for 10min before it hangs up on you. Please can somebody just take action on this now and assist me. No response to emails 2 weeks, calls so hard to get through and I get no where.