Order not delivered on time

Have placed an order on 14 December 2018. Notification indicated that the order ( ********** 17)was dispatched on the 27th of December 2018 and another message indicating that the order was out for delivery on the 3rd of January 2019 but I still haven’t received anything. I have been calling 08 ********** 6, but have been hold for 5 - 10 minutes without the call reaching an agent.