Food Shop — not receiving product

I have ordered myprrotein whey on 21st january 2019. Today is 31st january 2019, but still i have not received it. I have emailed them on their customer care, i have also called them 5 times but they won't give satisfactory answers. Everytime i call they said that they will contact me on my phone. But they won't. They don't even have courtsey of replying to my email.