Knowledge of Where a Package is When Sourcing Abroad

On the 10 September '19, I placed an order with PC Link. Which they do explain that the will be a 10 to 20 working day delivery time. After 10 working days I have made contact with PC Link to only be told that they are not sure where the package is. As of yesterday, the item has been at customs for 3 + weeks. Which I find hard to believe for something to sit that long at customs. I get the feeling that PC Link Computers have no control of their tracking systems when purchasing abroad (outside of South Africa) - from source to customer. Today is the 20 working day, and I wonder if I will actually receive a tracking number from PC Link to indicate that the parcel has been cleared by customs. I have also phoned in every day for the last week and a half - only to be told the package is with customs and when released from customs - I will be notified of the local tracking number (still nothing today). I enjoy shopping on line, but PC Link need to up their game to compete with the other online retailers.