No Delivery after 2 weeks

I have ordered a xmas gift for my daughter on the 14/12/2015 this year. Email confirmed free delivery within 48hrs. Its now the 30th Dec 2015 and I still have not received it. I phoned Tues 22/12/15 the consultant said would be delivered Thurs 24/12/15 at the latest. No reply on mails no answer on phone calls nothing.<br> <br> What is happening