Bad online Service

I placed a order online on the 15th of December 2020, I received a email confirming that I did place the order. I tracked the parcel and it said tracking number cannot be found. I have been phoning them for 4 days and no one is answering the phone or returning my emails. This online service is very bad and no communication what so ever. I it almost Christmas and I bought them for my kids for Christmas. I am frustrated and angry that no one is getting back to me!!!