Urbanic — Product not yet shipped after placing order for more than 13 days

I placed an order on 7th November.They showed the estimated delivery on 17th November.But it had been more than 13 days the product is not shipped yet.When I enquired about this from their customers service they are saying that it will take another 5 days to ship the order.My question is if you are not able to fulfill the order then why you are providing false information to the customers.