Item is being prepared for delivery for a week now

I ordered an item (order number ***). It was for an ill relative in hospital. I found out on the day the item was to be delivered that my relative had been discharged. I phoned the call centre and asked that the address be changed. The only thing that changed was the street address, the suburb remained the same. Three days later the item was not delivered so I phoned again. I was assured that it would delivered that day. This was 4 days ago and the item has *STILL* not been delivered. What does one need to do to get you to do your job?