Pathetic Online Service!!!

Pathetic Online Service!!! I ordered a birthday present for my daughter on 29 December 2021 for her birthday on 12 January 2022. Today is the 10th of January 2022, still no delivery, even though I received an email on 30 December 2021 to confirm that my order has been dispatched. I have called the call centre twice and was kept on hold for extended periods each time, each time being promised a follow up and an escalation, yet no one comes back to you. Nothing is resolved. The only response I receive is sorry for the inconvenience, the store is experiencing issues with their system. My 2 year old does not understand that due to Game's incompetence she has no birthday present?! ---- when it's been ordered 2 weeks in advance! Why not actually try and do something about it, send it from another store? Follow-up, do a manual dispatch. Something! Is it unreasonable to feel this is unacceptable after 2 weeks and me being the only one trying to chase this? I'm missing my daughter's birthday, I now have to go and buy another present elsewhere, in January of all months. And Game still has no idea where the products are that I ordered and paid for? Will anyone ever follow up, or should I just accept that this will remain unresolved and I am losing my money in the process. Really truly disgusted and disappointed!