Failure to deliver router

I ordered a fibre router on Saturday, 8 August. The delivery conditions state that the "expeted delivery" is 1-3 days.

However, 9 days later and the router has not even been packed yet, according to the Afrihost app.

I have repeatedly requested feedback but have been told that "it hasn't been handed over to the warehouse yet and feedback will follow".

If this is the simple delivery process, what will technical support be like when something much more complex requires fixing?!