Is this really service?

How sad that in the space of two weeks I am complaining about Massmart. I paid for materials 09-09 from Builders Trade Soweto, emailed the relevant documents after speaking to customer service to get the correct address. Three phone calls and three emails later, I still have had no feedback or delivery despite assurances someone would get back to me. Meanwhile, the contractor is ready to leave me, and who can blame him? He also has commitments. In what world does this amount to "customer service"?