Shocking delivery schedules and customer services!

Takealot has failed to deliver my parcel on 3 occasions. Ordered the 31.01.2021 and still waiting for someone who cares, to respond to my mails regarding a refund for waiting and paying for a parcel, that hasn’t arrived. The notifications on the takealot app isn’t even worth looking at, as it’s so inaccurate! “Parcel out of delivery” and still nothing? Is this possible?