Mr Price online shopping - worst experience ever

Worst online shopping experience ever. I am a regular customer of MR Price but have opted for the online shopping experience as a time saver. I pay for the PARGO option as delivery is usually quick and collection is super easy. I have a package that should have been delivered on the 1st (that was meant to be a present), no one can tell me where my package is or why it hasn't been delivered, seems like once the money is received, service goes out the door. One lady at customer care told me that it would be delivered the same day (1st) and another told me the best they can do is send an email. So how is this ok? Should I just accept that I have paid for something that I will not be receiving as no one seems to be able to assist? This is completely unacceptable and will MOST DEFINATELY no longer be a customer of Mr Price. This will definately not stand