Terrible on-line delivery service

I placed and paid for an on-line order on the 4th May 2020, to date I have not yet received my parcel. I have phoned to enquire about my parcel on the 25th of May, 27th of May, 3rd of June and 5th of June. I get the same answer all the time, "Its packed and waiting for the courier". I have been told all times that it will be escalated to the on-line division and I will get a call back but I don't. Nobody in the service centre seem to know what to do.

It has been the worst service from an on line ordering service ever.