NO delivery for more than a week

Last week i was still patient but Tuesday the Th when i contacted them they told me it will be scanned that night and sent out and that i will receive it Wednesday. I contacted them again today the 31st March and the lady sounded rude and she told me exactly the same as tuesday. I dont want to be ugly but it is stuff i ordered for clients and it never takes this long to be delivered. I want to know why is it not dispatched yet?