non existent customer service on all platforms

based on the previous reviews for this company I am nervous about my package because there are no updates on the track and trace page on the website, I tried calling the contact number but it says this call could not be connected. I messaged on Facebook messenger, no response, I've sent an email and I'm quite sure there won't be a response. I can't believe it is so difficult for customers to get in contact with a customer service rep. How poor can your customer service possibly be? I was so keen to use this company because of the prices but all I have is regret because I was relying on the expected turn around time for delivery according to what the website quoted me. Even if the package was late I would be ok but I can't even get a simple update on when I can expect the package. I submitted this request on the 1st and I will need to go and collect the package myself if I don't receive an update today, but then how do I get my money back?