E-book not delivered

On 13 Nov 2015 I ordered an e-book from Takealot. On previous occasions I have always been totally satisfied with their service. However, in this case the book was never delivered to me. After a few hours I called Takealot and spoke to Eben Horlin who confirmed that there was a problem and that the problem would be resolved before the end of business. This did not happen. On 16 Nov I called again and spoke to another person whose name I did not record. She also confirmed that there is a problem and promised to escalate the problem as well as to copy me on the the email she would send to the relevant dept. I neither received the email nor did I receive the e-book. I ordered the book as I wanted it by the weekend. After my previous positive experiences with Takealot, this is a huge disappointment and I have the impression, after they took over Kalahari, that they are no longer capable of giving the type of service which we used to get. I need someone to call me and to ensure that the e-book is delivered promptly.