Zando service

I placed an order with Zando on the 9th fully paid and it is a week later still no order.When i call the service center they tell me that they can see that the order is being processed but it should have been delivered already. The agent then says to me she does not know what is happening with the order. So my question is if she does not know then who would...very *********** and rude...My first experiencing with Zando very bad