Ordering online is a ****

My husband placed an order on the 19th of January and there has been no communication why the order is not delivered. On the 28th he called the call centre and they said they escalated the issue and I just called now and they escalated again. This was meant to be a gift for someone on the 24th and now it's embarrassing. If you can't deliver then please don't advertised online purchases because now you are just running a ****. Our money is already in your account and we can only get it months after we cancel the order