BAD SERVICE

Ordered a gift that was supposed to be delivered on the 13th instant. They informed me that the gift will be delivered on the 14th. No problem with this, BUT nothing received as yet,. Tried to find out where the parcel is and they could not assist. My 2nd problem is that nowhere on their terms and conditions it is stated that if you receive a voucher, you should order for the total amount of the voucher as you cannot carry the remaining balance over for a next order. I mean - somebody paid for the amount of the voucher and they just keep the change.