Pathetic Service

A friend of min had a gift registry with you guys for her baby shower. I used the Registry number to make a purchase for her gift online. This was done on the 30th November 2019. To date the recipient has not received her item. I called the call centre yesterday to obtain the order number. The lady advised me that the payment was not made. The money went off my bank account and on the online registry the item i purchased says fulfilled. I was then told that the lady was going to investigate this further and give me feedback by the end of yesterday however i still have not received feedback. Today we called head office and they advised that the order number was incorrect. I need urgent assistance in this matter as this gift was purchased for a baby shower and my friend is now going to hospital and she does not have the item she needs.!!!!!