I am totally disgusted with this service received!!!!

I am reading the reviews and to see that I am not the only one complaining about the same issue. I have done an online purchased and on the 6th February received confirmation that the order has been shipped. I have sent an email to *** ticket number *** resolved by Lerato that I would be contacted by the courier on the 12th but no call was received. I followed up by calling the *** number on the 13th and was put on hold for over 13 minutes and before been put on hold could here the agents having personal chats and laughing in the back ground. This is totally unacceptable for a call centre to be so unprofessional. I resend an complaint on the 13th and received an email from Mpumelelo that the matter has been escalated to marketplace seller and I followed up and still waiting on a response. Is this how you treat your customers????? Unprofessional!!!!!