Worst service EVER!!

Worst service ever! Ordered an item for collection, they send it to the wrong courier facility and for more than a week now, I have been struggling to get an answer from them when I will receive the item. Every time I contact their call centre, I have to repeat the whole story. Only answer that I am getting, is that they are escalating my query. No one knows what is going on there! Don't use their collection service, they clearly don't know what they are doing. I paid for an item that I still don't have and they are not willing to sort this out.