Appalling customer service... Or lack thereof...

Customer service seems to be out the window. I placed my order on the 10.12.18 and to date have not received the order. With it being December and all my clients going on leave I needed to have the box delivered by today 18.12.18 in order to have orders given to clients by 19.12.18. I called the Avon call center this morning to enquire as to why the delay and was told that the box would be delivered today. I get home and to my surprise theres no box??. I immediately called the Avon call center again to ascertain what the hell is going on. I was told to call the courier who kept me on the line for over 5 minutes before the call was answered. My call eventually was answered and as I was explaining to the agent she cuts the call. I redial and redial again as I'm having no joy in having my call answered. I eventually end up speaking to another lady who I provide my tracking number to. She explains that the driver's vehicle broke down and therefore caused a delay in orders being delivered. My delivery address is my home address, however due to the delay, I request for the box to be delivered to my work address as my clients cannot be impacted by this delay. She empathises, however is unable to provide any form of solution. Rather explicitly advises that she cannot change the address as this needs to be routed through Avon due to policies. Will Avon be delivering to the homes of my clients who go on leave? This is absolutely appalling... No sense of urgency or putting the customer at the center of what they do... After all without the customers, is there any use for Avon?