Poor Service Provider

I placed an order for cigarrettes for my business situated in Jacobs, Durban on Friday the 15th December. My order was supposed to be delivered the following Monday and did not arrive. I called BAT call centre and they apologised for the delay and promised I would receive my order before the end of the day. This did not happen. I called again on Tuesday and they said they would now escalate this to Management. I called again on Wednesday and again on Thursday and I received the same response, apologies and Management escalation but no cigarrettes. I am starting to wonder whether BAT is selling cigarrettes or apologies. Their lack of service has negatively impacted my business and I now have to pay more to buy cigarrettes from wholesalers. To date I have not been contacted by BAT managent.