My problem was handled terribly

I approached Hashtag Studio for a quotation on printing business cards and A5 flyers. After shopping around to get the best price - I decided to go with Hashtag, as they were the closest and I like supporting local businesses. I was told that the lead time is 7-10 working days. This worked for me, even though it's quite long for 5000 A5 flyers. The artwork was sent and approved and I paid on Thursday, the 4th of February 2016. First of all, no one acknowledged my payment and that all was well with the flyer production. I called on Monday the 8th of Feb to see if my payment was received. I was told that it was. I expected the flyers on Friday, the 19th at the very latest. When I called on Friday the 19th - I asked about the flyers and what time I could pick it up to deliver to the distributors, who I had to pay twice. The person I spoke to did not know what I was talking about and when I said I needed the flyers that day, very poor attitude was displayed. I was told that she would check and get back to me. I never got a phone call, I had to chase them up for any information time and time again. It's been 17 days - I still don't have my flyers at the time of writing this complaint.