Highly disappointed

Zando's service is shocking. My order status has been "order being processed" for the last 4 days. I logged a query online, but no response. I called as well, but was holding to get through to an agent for 8 minutes before my call was dropped. I posted my concern on their facebook page after that. Still no feedback or any form of contact from anyone. This is unacceptable! It's happened multiple times over the last 6 months. How can they be so nonchalant about this when their delivery turnaround and service was impeccable up until a year ago.