I'm waiting...

I have ordered a product online on Fri 29 Nov expecting it to be delivered in the 2-5 days indicated. The following Friday I called the customer care line and inquired about it where they informed me that the item has not moved yet. I was given a complaint case number and told that they will be in touch soon. I tried contacting customer care twice today, being left ringing on both occasions for over 15 minutes, till I decided to rather hang up. Really guys?