Bad service ever

I request medical cards on the 12th January to be posted to my address.They are assured me that it will take 3 to 4 weeks.I started checking my post last week and to date I have not receive them.when I called yesterday I was informed that they were send and there's nothing that they can do unless if the log a request again that would take 3 to 4 weeks or else go to walk-in centres which are far from where I stay.I felt so helpless with the service I receive from gems.***