Bad service from Dawn Wing

I have had contact with the Johannesburg branch. I have an item from overseas. I call in and get told that it will be delivered within 48-72hrs and a week passes so I called again and got told the same thing. The parcel has been here for 3-4 weeks that I am aware of! I don't understand the person helping me because of the accent and telephone manner so the call lasts for 20min plus trying to figure out what the person is saying. This is shocking service and very unprofessional