Poor service from Toys R us Online division.

I placed a order online on the 8th of December 2023. I was phoned by a consultant on the 14th of December 2023 telling me my order has been set out for delivery. Today is the 19th of December 2023. I am very disappointed in the level of service received from the online department as well as the courier service they use. This has been paid for but I having nothing to show...I sent a email to the customer service with no reply. I phoned but no answer or the call gets transferring but no one answers.