Pathetic service and no answering of phones

I placed an order on Zando on the 26th Nov. The package was shipped to the courier on the 29th. Up until now no delivery after 7 working days. I've send 2 e-mails, no feedback given. You can't get through on their telephone-line, always engaged. I have never experienced such bad service from them before. And by the way, they have already received my payment on the 27th. WHAT IS THEIR EXCUSE!!!!!!!!!!!!!!!!I call it false advertising.