Poor service

I ordered a Christmas gift for my mother on 16 December on the woolies app. It has still not been delivered and it’s now 4 January! The parcel was due to be delivered on 22 December. Each time we contact them they say they will escalate the delivery and get in touch with us within 12-24 hours. This never happens! Shocking service from a company I used to trust. My mother has still not received her parcel. So disappointed. I will not be using woolies online delivery service again.