Terrible service

The service is terrible. Estimated time of delivery would have been Saturday 20th November, which is showed on the website. After phoning three times already, I'm still nowhere closer to getting my parcel. The website doesn't update. When phoning you are put on hold for 10min then automatically the call cancels. The parcel is still at customs., they've escalated yesterday only after the parcel is sitting at customs for the past 16days. Phoned again, employees definitely need training on how to answer a phone, then after holding for 10min the lady states systems are not working.