Extremely Poor Service

I placed my very first order on line with Clicks on 29th Sept, delivery is advertised as 3-5 working days, still have not received my order and it has been 7 working days (11 days in total). Customers Services only tell me (now called 4 times already) that it will be escalated and prioritized, but nothing happens! No one calls me back, as promised. Worst service ever!!!