No service

I have been trying since 27/12 to get hold of someone about my online order. I emailed several times, send messages on Facebook, send messages on the web and phoned many times with no avail. Yesterday I eventually got through on the phone after holding on for 30 min. A very nice lady advised that my payment was not made on my order, I however gave her my order number and my payment was not linked to my order. She was going to look into it and come back to me. It was supposed to be resolved yesterday. I am frustrated as I would have thought the gifts are going to be here already. This is really bad service especially if the website says feedback will be given in 48hrs.