Horrible Customer Service experience

I made an online purchase with a delivery time frame of 1-3 working days. Today is the 12th of December and numerous calls and e-mails to Clicks Call Centre, no-one appears to know where my package is. This is the most horrible service ever. Right now as I type this review, Ive been on hold for 7 minutes already and still no response. Eventually she came back and advised there is a 24-48 hour time frame to investigate. That will make it some time next week for my package to arrive. How does no-one know the whereabouts of a parcel???