Lost online order. Worst service EVER!!!

I placed a online order as usual like I did from the many years I have my account with them. They stated it would take between 3-7 working days. I've placed my order on the 2019-09-11. It is nou the 27th and 3 calls later I find out my order wasn't even dispatched yet and have to wait ANOTHER 3 days for my order. I am sorry, that is misleading on the web site and customer care is beyond helpless and misleading. I have spend thousands and thousands of Rands at this business and this is the service I get. Not even a email stating my order will be late. I have already been billed and paid my order. This is unacceptable. Nobody could even solve my problem. This is beyond bad service!!!!