Service - what service?

Our router was struck by lightning and we desperately needed a new one ASAP. Fastway advised that our delivery would arrive on Friday - I waited the whole day and the tracking app notified at the end if the day that it wasn’t deliverable and would arrive on Monday. Monday I stayed home the whole day and waited. It didn’t arrive, but it was coming on Tuesday. Waited Tuesday - undeliverable. Emails went unanswered. So I called on Wednesday morning - it was out for delivery and would definitely be here before 12.00. I have wasted another day waiting, it isn’t here. We desperately need our internet back and our router is being withheld by Fastways ineffective’service’. Beyond disappointing!