Online Order - no processing confirmation or delivery status

Ordered online. Got an email with two order numbers and was told shipping would be in 1-3 days. It is now 8 days, and the status shows only "order received." Have been trying to call for 2 days now. Collectively, I have sat on hold for 5 hours. What is going on? Are you going to send me my first bill before I even get my products? When ordering, why did you not advise customers of the wait times so we did not expect these for Christmas? I would have thought over 2 weeks was plenty of time to get my order to me! Does anyone even work at Telus? I sent a POLITE DM through Facebook and was acknowledged then ghosted. Imagine that!