Shocking Customer and delivery service after online purchase

I did an online order on 3 February in the evening, 1 - 3 working days delivery. It's now the 5th working day after I was informed the parcel is on its way (Tuesday, 4 Feb). And no sight of the parcel. The store where I want to collect the order had no idea when I went there to enquire on 10 Feb. Were also not particularly helpful and friendly, almost cagey I felt. I phoned customer service today, was promised to be called back. After more than three hours no call received. Phoned customer service again, logged a query, got a reference no this time. Turnaround time to receive feedback up to two days. That would then be Thursday, 13 February. I ordered the parcel in the evening of 3 February. Online tracking not updated, still says parcel is on its way. Pathetic service to say the least!! Never to be repeated I think. But I had to obviously pay upfront. But no trace of the parcel.