21 days later and I still dont have my order

I'm extremely disappointed at the service I am getting from Zara, i ordered a jacket online and ended up having to go i store and buy the same jacket because they are taking forever to deliver!. Customer service is a mess, nobody knows how to help me. 21 days later and I still dont have my order!!!!!. I saw something about them closing some stores to move to more online but how is that gonna work if this is the type of service we're getti g? I'm extremely frustrated!!!!