Failure to Deliver in the age of online shopping

2 weeks still waiting for delivery for an online order. Contacted the Oline orders department via WhatsApp, said they will escalate, contacted them telephonically on 06 Sep 2025, guy advised will escalate to be delivered on Monday the 08 Sep 2025. Contacted them today 08 Sep 2025, another guy Amahle who refused to give his surname, you guessed it, no notes on the system about my call on Saturday. You guessed it again he will escalate.