Still waiting for delivery and/or response to emails

I placed an order with Zando on 5 December ( ********** 39). It is now the 13th and I am still waiting.

I emailed Zando to query the order status but have yet to receive a response to that email. I then called in to Zando on 8 December and after being on hold for over 10 minutes, a consultant assured me that the delivery was on its way that day and I would get a call to confirm a time. Needless to say, there was no delivery. I then called in again on 12 December, but after being on hold for an eternity I gave up. I then sent through an email to their complaints dept, still no response.

How can you ignore your customers? I am not sure what is the point of having a complaints line if you are not actually going to respond to it. I am very disappointed with the service received. If the order was going to be late, tell me that! At least then I will not waste anymore time/money trying to get in touch with you guys wondering whether I've paid for something I'll never receive!