Lost in transit (and translation)

I ordered from takealot.com a week ago and delivery was scheduled for today. I was informed in the morning that the product was on its way, and was then told that it was "lost in transit". I contacted the call centre who first told me it would take 2 more weeks for them to process a claim, which was revised to 3 days when I escalated to a supervisor. In my opinion, it should not be the customer's issue if a product is lost in transit. There is stock in JHB and I live in JHB. Why not make an effort to deliver as scheduled, thereby keeping a customer happy ?