No delivery, no communication

I placed an order for a kiddies bike on 25 November, meant as a Christmas gift for my daughter. The communicated delivery date was 2 December. It's 11 December now, and I have received nothing, not even communication informing me of, and apologizing for, any delay. The assistant I phoned in connection with this was polite, but could not even get through to the store concerned - Gateway, Durban - to query the delay. As of today, my order tracking says that it has not even left the store. Game needs to visit me on Christmas to explain to my 5-year-old daughter why she has no Christmas present.