online order ...terrible service

I recently purchased items online on the 28th November. as you are able to watch the status of your order online and track it so i did so. it told me it has left Cornubia mall when it told me that my items where at the locker i called in to query only to find out as i thought somoe else had collected it. i was assured no one else collecgted it and was told to wait till the 10th day,today being it..........still nothing no messages no calls......nothing,i feel this is terrible service for a long time customer.the lady today tells me out it has not yet left the store but the tracking system tells me otherwise!!!!! very upsetting