BAD SERVICE FROM TRUWORTHS ONLINE

I bought shoes at truworths online on the 29th of January 2021 today it's 10 February I've not yet recieved them and with no communication from them, tried to do a follow up I've been told i must call them and track how far they are with the delivery. What bothers me is that i do pay for service fee every month but still truworths expects me to call them