Unresolved complaint

takealot.com Order ********** 4 This order was placed on 23/12/2018. I was not contacted for delivery , I was emailed on a Sunday to notify me that my order was returned as there was no one to receive this. I emailed Takelot returns from 11/12/2018 requesting items to be delivered. I have received emails stating that it was escalated to the relevant departments till 17/12/2018. Today 18/12/2018 I am informed that they do not have items in store and would like to debit my account or alternately debit the account that the money was paid from. This was my grandchild's Christmas gift and this has caused much inconvenience. I am very unhappy with this service. I requested the mangers email and this was the reply. I have bought from Takelot before and never experience this treatment.