Poor customer service and undelivered order

My order was meant to be delivered on Tuesday the 21st of February. Friday the 24th (today's date), still no delivery and no one contacted me. I have been emailing *** with no real response. Today I spoke to someone on the live chat on their website. They saw that the delivery has just been sitting in the hub. How is this possible, from such a reputable company, it's very disappointing. The agent on the live chat assured me it would be sent out today. I have just seen an email from someone else claiming that it will be delivered tomorrow. Their incompetence and poor customer service are quite shocking. I have used their services for many years but will not be doing so again.