How bad can customers service be....

I would like to find out if anyone that has bought from Retail Spree 101 has had any positive experience with them. I bought a sneaker for my son online on 5 December and still have not received my goods or received any feedback from them on my order after attempts to make contact with them via email and WhatsApp. Their shipping policy state up to 72 hours but it's been 14 days since I placed my order. I read the background story on the reason for this business and I thought it was such an awesome initiative but not so sure anymore if they cannot deliver on service or give feedback to customers. This leaves me with one question, is this a legit business or a scheme to rip off customers?