No Communication; Express Delivery means Nothing to them

Ordered a cellphone on their website recently, when the item was clearly marked as qualifying for their express delivery service.
My funds were withdrawn immediately and yet the order remained marked as 'paid' only for almost 2 weeks. I had to contact them to find out they had "Unexpected Shipment Delays" and that my order would take an extra week. I had bought other products from them before and never experienced these sort of delays, so I can't say if bad customer service is normal or not.