Order out for delivery and never arrives - where is my order?Shocking service!!

I am shocked at the level of service by Skynet, not only was my order today out for delivery as per waybill number but it was confirmed twice by customer care who even gave me the driver's contact number and name. I couldn't even get hold of him as the number just went straight to voicemail. When I tried calling customer care again at now 4.30 pm and still not delivery the lady put me on hold for more than 20 minutes before I was cut off. Where is my delivery ? If it was out for delivery and confirmed how can it not arrive??