Totalsports let down

Very very disappointed with service. Never coming back to buy at totalsports again. On 21st November was at totalsports store and ask the manager of the store if she could IBT a jacket from another store as at this store and online was unavailable. I made a search online and the totalsports on fourways they had it. The lady at the store kindly phoned the store at fourways and they said as IBT was paid they would proceed to send. On the 16th of December, after going to the store to check of the parcel more than 5 times it was said that they won't send it anymore.. Was expecting this as a Christmas present and was let down... Very bad service