Long waiting period!

What a terrible experience! I ordered a number of books two weeks ago. I have not received delivery as yet. I called to check up on my order (of about 11 books), explaining that I am writing tests soon - they're set to be delivered a week before my tests (three weeks after placing the order) because one book is out of stock. Asked them to deliver the 10 they had and I'd collect the one when it comes. Apparently I'd have to pay a delivery fee. When I asked how much, they can't tell me. I've never been so frustrated with a service provider - I honestly wish I had spent my money elsewhere because this is pathetic. Absolutely shocking service