Bad online Shopping Experience

Bought an item online two weeks ago and haven’t received any communication regarding it’s delivery, except for the “a message sent by mistake” that said my item is on it way. I have called the call centre several times only to be told the item have not even left Game warehouse. How can a big shop like this be so unprofessional and delay delivery of goods on time? They claim it takes 3-5 working days to deliver, this 100% false. Very bad service, leave online shopping to people who do it best like