ZARA online shopping experience

I placed an order on the 14th June and am yet to receive it. The order was created with the courier company but they say they have never received it for delivery. The customer care dept at Zara keeps saying they will investigate and revert in 24-48hrs and I'm yet to hear from anyone. I have also tried calling the physical stores on more than 1 occassion and on different days and the line is never answered. This item is paid for. This has been an extremely frustrating experience and am not keen to shop at the store after this.