Poor service

I Ordered a Christmas present for my daughter and on Friday I received a sms that it is with the courier company, I had to take my mother to the hospital and there was no one home, I have logged numerous requests as to when it will be delivered it is almost a week later and I have NO feedback I am also not getting through tho the correct people that can help and no one is really looking forward to help me we are almost going on holiday and then no one will be able to receive the parcel

what do I need to do to get an answer???????????????????????????

the customer service is pathetic and non existent