The most pathetic retailer out there!!

So my mother decided that she would purchase her granddaughter's birthday present on the website so it can be delivered to her as she lives in Johannesburg (we were under the impression that this toddler trike was only available online). The order was placed on the 1st of July in hopes that it will be delivered by the 10th (my niece's birthday). My other niece's birthday was on the 11th so we went to a Game store before both birthdays, looking for a bigger bike for her as we didn't find anything fitting online. Then we see the exact same bike ordered online, in store so we bought it because it's not as small as we had initially thought. My mom was upset because she had to pay a R100 delivery fee when she could've just sent the money and they could've bought it for her in the store. The 10th came and went with no delivery, so she didn't get her birthday present. My mom sent Game an email requesting a refund on the 16th of July and to date it has not been responded to. I then posted on their Facebook page (my mother doesn't have Facebook), not knowing about the email sent and asked them how long does it take to deliver a small bike and they said they are still within their ETA and we should expect delivery today, 21.07.20 and that I should let them know if it not received. I told them I want a refund and I was ignored. I have posted on their Facebook page again today telling them that there is still no delivery. Now I'm here hoping to get their attention because they have ignored both myself and my mother who's money it was that paid for a birthday present her granddaughter never received. This is just disgusting service in general and disappointing treatment of the elderly. I will not stop until my mother gets her money back!