Worst service every!!! 13 days later and still No Delivery!!!

Worst service ever - I placed an online order on the 12th of February for delivery to my mother who was ill in Hospital.

Today is the 25th of February and still the delivery has not taken place! My mom has subsequently been discharged but yet to receive her gift which she was supposed to get in hospital. I have phoned numerous times, and each time promises are made which is not being delivered on. I honestly do not know what else to do!!!!