Non existing service delivery.

Booked a oxygen tank for mt mum from Vitalaire on the 8th of November. Vitalaire confirmed it takes 3-5 working days to deliver. I followed up on numerous occasions, still nothing. Every time I phone which was about five times already they keep saying they are escalating to the Ops Manager. Still nothing. Am I missing something. My mum is S Swart dob 1954/06/12.