Bad service online order: parcel gone missing

Bad service from woolworths online service and helpdesk. I followed up on an order I placed on the 18th, was told it was delivered on 14th Dec. Advised the customer service agent that I have not received. She said they will follow up and get back to me. 3 days later no constructive feedback. All I got on email on the 3rd day was "as soon as they have feedback they will tell me" . What kind of feedback that has no time frame? Worst service ever. I need that parcel before Christmas