Where's my PAID FOR parcel, Builders?

Against my better judgement, having only ever received really bad service from Builders' online click and collect option, I again ordered a product online and asked someone to collect it for me because I'm bedridden after a car accident.

He had all the necessary documentation, but realised after half an hour of discussion that nobody had any idea of where to find the item. He was assured that someone would contact me the next day (Friday) to organise for the parcel to be delivered. Still waiting for that call.

I phoned the branch on Saturday morning, held on for five minutes while Builders trotted out their marketing ploys, and was eventually answered by a lady who wouldn't put me through to the manager, but apologised profusely for the bad service and assured me that it would be resolved. No-one answered any of the extensions that she tried to put me through to, but "not to worry, someone will phone me back shortly". Still waiting for that call too.