Pathetic customer service

I placed my order on the 25th of November only to find out they lost my parcel in transit. They sent me an email asking me my address to resend the items. Firstly, I chose the option of picking it up at the depot, Secondly after responding to the email I received no response. I phoned in on the 29th of November, the lady told me she's not sure where the parcel is or what happened to it but it should be arriving on the 6th, however she will make sure and give me a call back to confirm.

Till today I received not one single communication from them of where my package is, and I tried calling them several times only to be holding on the line for 20 minutes or more.

Pathetic customer service with no regard for customer satisfaction.

Really disappointing.