Foschini's customer service is terrible!

I ordered a gift online for my mother for Christmas on the 16th of December ( knowing that it might not arrive by Christmas but I was fine with that). By 28 December I suspected something was wrong. Phoned. The parcel is with RAM and not RTT but will be delivered. Phone again about 4 times. Parcel was hi- jacked. They process a credit note without my consent. I communicate via email, Facebook posts, Facebook DMs, they just don't give a damn! I asked to have the item replaced and given to me at the price that I paid (30% off). I was told it is not available online. When you go online it is available. Your customer care is non existent. Wake up. You are losing many customers