Really Poor service and time delays

We Placed an order that was meant to be delivered by Imile.

Got the message to pay the taxes which was done immediately. I phoned to find out when they will be delivering the parcel to be told it hasn't arrived in the country as yet and they can't say when it will arrive. surely it has arrived if I have been asked to pay the taxes and duties. seems Imile only make excuses as to why they haven't delivered the parcel yet. just all round poor service.