Still waiting for delivery - very disappointing

I have placed three orders with Pet Heaven - all three have been a disaster. First order was a promotion - purchase two items and receive a gift. I only ordered for the gift. When the delivery arrived, no gift. Sent a email, response was "here is R50 worth of points" - docket closed. The gift value was R500. Did not receive the points so had to follow up on that. Second order I placed, 3 weeks later still not received. Have sent numerous emails regarding the delivery, "they will follow up and get back to me", I'm still waiting. Pathetic service, very very disappointed