Terrible service

I ordered two pairs of shoes from the UK. I was asked to pay the duty online, which I did immediately. The package was supposed to be delivered on 30 June, but it is still not here on 8 July. A DHL employee indicated they would update me by 12.30 today. No call. They also stated I could call a direct line or email, which they have not answered. The so-called 'direct line' is not a direct line, and multiple calls have gone unanswered. No one can update me, and most simply refer me to 'brokerage', which is an automated line that leads to no one. All I need to know is where my package is. It is not with customs.