Worst I have experienced

I ordered online. I phoned to ask where the parcel is after a whole week past. The lady said she will phone me back on Friday afternoon but she never did. I explained to her that the parcel is needed urgently since I fly out on Monday. How can this be customer “service”? What service did she provide to me? None at all. I am without my parcel boarding a flight.

Second incident- I ordered a Jersey over a month and a half back. It was charged on my account and I am still without that jersey. I paid for something I don’t have.

It’s ridiculous to say the least. I phoned again today and yet again I was told they can’t do anything for me they don’t deliver I must phone on Monday. So what part of I am flying to work abroad on Monday is that unclear?