Pathetic Online services

Game stores online services are pathetic and the consultants you speak to are extremely nice but they have long hold periods with what they look into. I purchased an online item with the guarantee ad promise of WITHIN 7 day shipping. It is 7 days today and still no tracking information the dispatching store who happens to be N1 has system issues, it is 7days(exclusive of the weekend) and still this has not been rectified. No contact has been made to me to say, hey we have some issues, can we refund and cancel order or cancel delivery charges and you pick it up NOTHING! I now have to reach them to request for a solution because they won't. This is pathetic!