package claimed on route

ordered a birthday present was suppose to be delivered by the 10th when i called them they said oh so sorry to inform you but it seems your package has been claimed on route to the courier. no one informed me until i called to ask about it.i told them that it was a gift for the weekend and they asked should we reschedule your order when i asked when it will be delivered then they said in the next week now i feel like this is their fault and they couldn't even offer me immediate delivery i asked for a refund and im very very disappointed in takealot and their service as i dont understand how this happens and no one informs me.