Disguisting service and no reply to communication

I ordered a birthday present for my mom which was on the 20 Nov. I ordered and paid for it on the 18 Nov. The 20th has come and gone and still no gift or communication from the company. I have e-mailed them, Facebook them (it shows it has been read) I called customer care and after holding on for much longer than they asked me to hold on, I eventually put the phone down as they were wasting my airtime. I find it absolutely disguisting that I have paid a lot for this ******* service and not to be told what is going on is terrible. I will never use this service again and will never recommend it ever again. Thanks for spoiling my surprise for my mother!!!!