Customer Service is VERY POOR - Customer care phone line just rings and no feedback on my support ticket

I placed and paid my order on the 6th of Dec, it is now a week later and my order status has not changed. i sent an email to their service team and i have received no reply... i then called their customer care number and no one answers, was ringing for 31 minutes. and i am still not sure what is happening with my order

Customer Service is VERY POOR, very disappointed.