Terrible online shop - no delivery

Online textbook order placed and paid on 13 January 2026. Receive no shipping update until now the 20 January 2026 yet shipping policy states they ship within a day of payment and delivery is within 5 days. This is the second time they have done this - the first time it took forever to get through on their call centre with mutliple automated messages and dropped calls. The agent finally could only say "I don't know why it was not shipped". No explanation at all. I had no choice to use them again as they were the only store to stock the textbook I need but I will never order from them again.