No delivery as expected

I ordered from takealot in the early hours of the morning of the 7th of November and my estimated delivery date was on the 9th of November. My son's birthday was on the 8th and I was expecting to surprise him with the package I orderd. To my suprise, it still hasn't been delivered to this day. I've contacted takealot and they keep saying my order is still being gathered and hasn't even been packed- it hasn't left the warehouse. I am utterly disappointed. The service was appalling. This has never happened before and no one is explaining as to what's causing the delay. Yesterday, 13th November, a consultant contacted me and told me my order was missed and should be delivered yesterday or latest today. I called today and was advised that the package hasn't even been packed yet. Please escalate this. Thank you.

Very unhappy customer