Terrible after sales service

I wish I knew that Russell Hobbs online store is actually Home and Living, and that I read reviews here before ordering. Communication has been a struggle as there is NO answer via the contact number supp****. The order I placed on Monday, 4 days ago, was supposed to be delivered within 2 - 5 business days. I eventually received a tracking number now, after emails and reaching out via the "contact us form" on the Russell Hobs website. I contacted Parcel Ninja, who they use for shipping, and was told that the item has not even been collected from them yet so is technically not on the way. Why not just deliver a good service and communicate clearly and timeously?!