No delivery despite payment

After I reported my incident on Sunday last week, I received a call from Lisa who I think heads up Team Vitality. She promised me that my welcome package would take priority and would be delivered by the end of the week, by my count that was Friday 13 February. It's now Tuesday and I stil haven't received anything. I think the least that she could have done was give me her e-mail address or telephone number so that I could contact her directly if there is no delivery like she said. Now I have to go through the call center and probably hear the stories I heard last year. Even when I asked if I could phone her she just sounded reluctant, almost as if the call was just to protocol. <br> I understand that the problem could be with the couriers but does Discovery not get a report of undelivered orders so that they can follow up? It is getting tiring to constantly be fighting with companies about what is yours.