Online Payment Purchase, item not received to date

I placed an order with this company on the 31st of December 2020. There website specifies a delivery of 3-4 days. To date after numerous follow ups they have not advised me of the status of my order. They do however answer all new enquirers and respond to new order requests. I am looking g to get feedback on how I proceed to report them? This leads me to believe that they are ripping me off.