Ordered photos on November 10th. I have received a...

Ordered photos on November 10th. I have received a confirmation of that order and that it would be delivered within 2-3 working days. Now more than a month later, 2 phone calls and a lot of emails, I get the message that the photos did not come through properly. Should it take 1 month? I needed the photos for a gift, so that fell completely into the water. I think it is special that nobody could explain this to me by telephone or e-mail and that it should not take so long to find out. Then I have to re-order my photos myself, I can 're' order them for free. Okay so somewhere at Albelli something goes wrong and do I have to solve it? At work with me, isn't that how it works?
Friendly thanks. But I no longer order from Albelli