Staff dont now what they doing

I ordered something online from them had to pay extra to get it delivered between 3 and 10 working days today is day 10 and they haven't phoned me and when i phone them they i hould on for 8 min at a time to get a number and then that number just rings for 15 min and no answer so called same department again this time difrent story system is ofline can,t help so i called for a 3rd time same department then new storry they cant help me its for complaints only so why 3 difrent stories