Utterly disappointing service

I made an online order on the 5 December. And status shows order dispatched to the courier on the 6 of December. Todate I have not received my order constantly I have enquired with Clicks all they say is the have high volume of orders. Their services is truely beyond disappointing. Now Im going to disappoint my child, she's not getting her Christmas present because of people who are not doing their jobs adequately.