Toys r us not responding to late delivery of orders!!!!!

I ordered from Toys r us on the 23rd November 2018 and I have phoned and emailed them countless of time. I had used my over 120 mins phoning them. It has been 12 working days since I placed my order. They said on Monday and today they will get customer support to contact me back which did not happen. I am really frustrated with this and it's getting out of hand. How long do we have to wait.