HORRIBLE SERVICE FROM ZANDO!!!!!

I ordered goods on the 24th of November and it has not been delivered. I have now waited 16 days. When i called on the 29th of November I was told that there is a slight back log and my package will be a bit late. I can understand if it is a few days late, but 16 DAYS is ridiculous!!!! My emails don't get answered and I have called several times but NEVER get through to anybody, after hours of holding! HORRIBLE SERVICE!!!!!!