Order ***-Not yet dispatched

I would like to complain about an order of mine that i placed on the the following date 2018/12/02 its now 2018/12/11 and my order has not yet been shipped.My order number is ********** 57 i recieved an email from them with the estimated time for delivery for 2018/12/12 but like I said my order has not yet been dispatched I phoned them several times and the only reply I get is there is delay due to black friday.I am sorry but dont give me an estimated time and still i wont recieve my order in time.