Urbanic — They are not delivering my product

Collecting my experiences I can clearly say that Urbanic is pathetic.
I ordered on the 8th of October for my trip on the 22 October. Until 22 October I did not get any update regarding the delivery date and after asking your customer support they are just saying that my order is delayed. How much, they don't know.
Still, I am patiently trying to get in contact with your terrible customer chat support for which I have to wait 2 hours for their reply and they step away within 1 minute of waiting for my response.
Even my previous experience was not quite good. I hope you are understanding my point as a customer.