Diamond Candles Ordered Two Day Shipping And Their Site Says It's Still At the Warehouse!! Durham North Carolina

I placed my order for 2 candles on August 15th. 1 Island Getaway and 1 Vanilla Lime. Today is the 21st and I still have not heard a thing. It's been nearly a week since my original order was placed and I did receive a confirmation email that my order was successfully placed but thats been it since then. First, I want to explain that I placed another order not even an hour before mine to have a candle sent to a friend of mine. I ordered hers with standard shipping and hers has been shipped and on it's way. Very slowly I might add but nontheless, still on its way. As for mine, I ordered mine with 2 day shipping on the 15th and paid $16 for the 2 day shipping and as of today it's still showing as "order at warehouse." 

First of all, I do not want to sound impatient here as I am not. But regardless of my reasons for paying for 2 day shipping, I DID pay for it. Understandably, 2 day shipping can turn into 3-5 as processing of the order is necessary and I get that. However my order is still at the warehouse 6 days later and it does not take 6 days to process an order! The purchase I made for my friend was processed and shipped immediately AND again, has been sent and I paid for standard for her! 

I sent an email to them on the 19th and still no reply. I've checked my junk mail and all. I am frustrated that the customer service for this company is so poor and feel that none of these customers that have put in a report prior to me have received enough compensation for the lack of service they received. I work in customer care and to simply give an explanation to why your running behind is not compensation. First of all, a prompt reply back to an email would be a good start so that people didn't have to resort to posting bad reviews. Second, Providing a customer care phone line where you actually speak with a representative would be a great start also. This company will never survive if customer communication isn't put into action! I truly love these candles and I am dissappointed by the type of customer service that comes with them. 

Just a word of advice: a simple and prompt reply goes a long way. And though I understand that processing and shipping is a very important part of a company that sells a physical product, customer service is just as important.  When running a business, you cannot place all your emphasis on one portion of your company. As important as it is to get the product out, it's just as important to communicate with your consumer about what is going on with your order. Especially if it's running unreasonably behind.

Order # 718480