Shocking service!

An online order was placed on 4 July for 3-5 day delivery. It is 15 July today and it is still not delivered. An attempt to deliver by RAM last week uncovered two parcels with the same number - and we were advised the delivery would be completed the next day. Nothing happened... telephonic follow up I was advised that the Hillcrest Store had filled the order. The manager there called me back and advised that they would not have filled the order as it has medical supplies in it - not held in store only available from the main online store. On Fri 12th July I was called to say delivery would happen today... when I called jsut before 3pm to ask what was happening the operator wanted to put me through to Hillcrest Store....