no service

I've been waiting for a product which was supposed to take 10working days to be delivered and should be with me on Thursday 14/12. Today I find out it might be delivered 20/12? Firstly I'm out of the country then and secondly when I try and contact anyone to resolve the issue, the customer care line just rings until eventually it drops the line. I've called several times without any resolution and cannot believe such incompetence?!?!