Empty promises

On the 13-12-2019, I received a text message stating that my parcel had been despatched. I immediately made contact with them and gave the consultant my ref number. After a few confirmation questions I asked if the courier could get to me before 2pm. I was told to wait and they would confirm with the courier. I eventually after 8minutes of waiting closes my call. I tried numerous times throughout the morning to speak to a consultant. I eventually chatted to the online consultant. Long story short. I was promised the courier would telephone me shortly to arrange a time. This did not happen. I managed to speak to a consultant telephonically and was told to hold on so that they could find out what had happened. Once again after waiting almost 9 minutes on the phone, I closed the call. Result been that it is now after 5pm and obviously I would not get my parcel. I am very disappointed.