Poor Customer Service

I have recently ordered a device through FNB and was sent communication that I would receive it on or before 09 May 2019 however I have not heard from them again. I then decided to track it on their site and it states a delivery date has been scheduled with the recipient but this was never done their courier company just sent an SMS with a tracker stating it would be by today. I then contacted the Call centre and they had advised that my parcel is still at their warehouse and has not been collected from their courier partner. So now I don't know what to expect as this is very unprofessional.