When will it be delivered? - Nobody can answer that question....

I've ordered and paid online on the 8th of December. On the 9th of December, I received an e-mail advising that the order was dispatched from the warehouse. Up to date, nothing was delivered. I logged a call on the website this morning, nothing. I phoned them now, apparently, that is just an automatic email and no one can tell me when it will be here. It was dispatched from the N1 City branch. That is 6.1 km's from our offices.... how is it possible that this is still not delivered.