International Parcel Undelivered since DECEMBER!

I ordered a gift for someone from the UK- The international tracking number confirmed that they had dispatched the item on 19 December. Customs only logged it on 12 February 2015, and wait for it- I AM STILL WAITING FOR MY PARCEL! I have made every reasonable effort to contact them. I have called every day for the past month and after waiting for no less than 10 minutes each time I am cut off or there is no answer. The longest was today- i listened to their annoying pre-recording for 27 minutes without reaching anyone! the one time I did get through, the supervisor Ernest (at the Customs HUB) confirmed my item was grossly overdue for delivery and that he would call me back with news on the way forward- no such call ever came. and now I cant reach them, their customer services email says they will respond within 48 hours yet I have sent 2 emails in the past 6 days that I have had no response to. What do us innocent customers do in this event??? So Appalled!