pathetic service

buying online on your website for the first time was a complete mistake, placed an order on the 20th of November 2020. INVOICE p***, when I called last week Tuesday the 8th December, I spoke to Tiana who advised that she will send an escalation to the couriers as the parcel was handed over but she was unable to track it, I ten called 2 days later as I was told that turn around time was 24-48 hours for feedback, I spoke to a consultant(didn't get his name) who had the audacity to tell me that he will send another escalation so I can make the necessary arrangements as I told him that this was a gift have ordered and that the time was getting closer for me to hand the gift over, firstly, how the hell can he tell me that I should make the necessary arrangements when my money was debited immediately after placing the order, so with what funds am I suppose to make the necessary arrangements with, this is so frustrating as the **** up was not on my side, I called again on the 15th December and was told that my parcel is missing and a refund would be logged, tp your surprise I called again on the 17th December, and guess what? I was told another escalation will be done, this is a ****en joke.