Bad service

They collected my parcel from runaway on the 14 December and they sent an email saying I should expect delivery with 1-3 days, my parcel was on their depot on the 17 up until now it has not been delivered, I phoned them this morning the consultant asked me to confirm my address I did that then she told me I gave them a wrong address, I told her my address is correct she told me she is updating my address I then asked when should I expect delivery she said next week Wednesday, I asked her why she said because she has just updated that is why it will take so long