No answer at TFG call centres

I placed an order for a single pair of sneakers on the 27/11/2020. I have waited diligently for the delivery that was highlighted on your online platform as dispatched to courier on the 28/11/2020. When i phoned in this morning to your call center I am being told that you do not know why the delay and I should continue waiting??? What nonsense is that as bigger online stores are able to fulfil orders within an acceptable timeframe. I even offered to pick up my delivery from the courier but you cannot even tell me where it is located and at which depot, surely you should be able to do that. It is disappointing and shows a lack of professionalism from TFG. I am currently kicking off a mass action query with the ombudsman due to the poor service as this must be in contravention of the consumer act.