Terrible customer service

I contacted customer service regarding my parcel. The lady I spoke to first said she would give me a call back. after 1 hour I contacted them again n got through to a gentleman who spoke to me n asked me to hold whilst he calls the courier. I held on the line for 25 minutes until he decided to hang up on me. I made a purchase and chose the option of same day delivery, I paid for the service aswell but I'm not getting any joy, is it because they have taken my money now they don't care what happens after. What type of customer service is hifi cooperation online providing.