need to file a grievance

Is there a direct line for filing a grievance and or email address need this ASAP regarding an order that was place a week ago and there is not a clear reason on why I have not received or no way to cancel no even by the client services support. Asked to speak with a supervisor today and associate Camil in PR told me that she cannot transfer me to the supervisor since he is busy, she explained to the supervisor my case and told her to tell me that I just have to keep waiting. No having count that I have been waiting already for a week for the order to arrive. The money was taken out of my bank account already.