Bad Service and Very Late Delivery

After placing an order well in advance, via the online service the delivery was extremely late and customer service staff in the contact centre was unaware of the delivery address. Furthermore there was no management presence to support with the compliant and improving the speed of delivery. I called the centre about 8 times throughout the day and was given a different reason every time. The contact centre also seems to be understaffed, as I held for up to 10min in the queue. I was also placed on hold for staff to get more info, yet it seemed like it was to get rid of me. I simple enquirer took 12min - not happy. For an organization that has a good reputation in the market, I am really disappointed in the service overall. I will probably not use this service again!