terrible service

I placed an online order on the 2nd November, selected express delivery which promises delivery to be made between 1 - 3 days. 13 day later and i am still waiting. every time i phone i get told the order has been shipped and i will receive an sms the same day between 5 and 6 to go pick up my order. have sent emails, but not getting any response. They might as well stop taking online orders if the service is going to keep being this terrible.