Theft of parcels at takealot

I ordered a gift for my mother. It showed delivered but she and no one at home received a package. Is theft or *****? Takealots response is that they are investigating. Its been 3 days, no feedback, no replacement product. They just don't care. Their customer service is the worst. From logging the call over the phone where I was promised an email to record our discussion (still waiting for that email - day 3). Numerous query logging and responding to the automated email which then gets answered by yet another uncaring person. In responding, I get yet another person who again says "we are investigating". What are you inveatigating and why should it impact me. Replace my product which ia a gift for an old lady!