Sadly they are having people call from call centers that are not located in the same place that you are looking to get your stuff. So they are only looking at a tracking number and not knowing personally it it has arrived. It's always best just to talk with the store directly, so you know the real story.
Yep, call the local store. Joshua has it right. They use call centers. They have no clue what's going on beyond what's on their computer screen. Calling the actual store is your best bet to getting real information.
My grill delivery was late as well and no one bothered to call and let me know. When I finally got in touch with the right person, they told me the grill had just arrived and they were in the process of assembling it.
Thanks! Your answer is awaiting moderation.