Bad service

I have ordered a item online which was suppose to be delivered on the 2 Jan 2025. My item was bot yet packed. I have to call amd WhatsApp the whole time for feed. I asked them just to speak to my nearest branch and ask if I can go and collect the item there and get back to me. They did not. I called back now asking to speak to a manager. I drop the phone as no one got back to me after 15 minutes. I just want my item as it was a gift for someone.