Poor delivery service

I've made an online purchase on 31 January 2019 and was quoted 5 to 7 working days. I followed up with them after 8 working days only to be sent a link to "live track" my parcel. The link did not work. I tried calling their courier service directly, no answer. I had to call their customer care number in Spain (international call and billing) and they say they cannot see more than what I can and promised to follow it up and email me feedback on the same day. Still nothing and no answers on the 10th working day since ordering.