Order not dispatched after 2 weeks.

I bought an item from the ebucks store on the 27th of November, till now the status has not changed and is still on payment received, hasn't gone onto the next step which is packed for delivery or something like that. When I called in the first time, after all the verifications etc the agent dropped the call and didn't call back, second time after all verifications again the agent informed me that it shows ready for collection but can't tell me when it will be collected and delivered. So many courier companies and you can't send of a parcel?