Absolutely Shocking Service - Builders Warehouse

I have experienced absolutely shocking service from Builders, both Head Office and store, following an online order, made on 14 Dec for my elderly parents, which was due for delivery on the 17th Dec. Its now the 22nd Dec, and after 8 calls, I am still waiting for a Manager to call me back. Shocking service from a brand that has elways been tops in the service department.