ZANDO - NO delivery 3mnths later for item ordered on 17 March b4 lockdown

I am infuriated by the service I have received by Zando and their customer sales agents. I ordered an item on 17 March 2020 for delivery as a gift. Just before the lockdown I spoke with an agent asking about the whereabouts of the item purchased. She promised to find out and never got back to me. Fast forward to level 5 lockdown. Then when the lockdown stipulated delivery of essential items (clothing which is a winter item) I sent numerous mails via the contact us (because classic the phone lines are not working). Still with this at hand I had no response from them on to tell me at the end of May that they received no response from warehouse. What is worse the agent Charl referred to me by wrong name when I addressed the issue in a mail And then a day ago after telling Charl my issue was not resolved I get a follow up issue to say that the issue is resolved. The item was never received by the recipient address and nor has Zando bothered to find out where it is. I am not in the business of lying and neither is the recipient of the item (which is a gift). The recipient and I have been in constant communication about the item and has not received it. I have subsequently written an email requesting the zando customer service manager call me (I think I deserve that much) as this item should have been prioritized and at the top of the list especially when I have been in communication with the zando so called agents. This has left such a distaste that I never want to shop with Zando ever again for the awful service. How can an issue be classified as resolved as the item was never received. So where it is and why is management not addressing the incompetency of its staff. If you provide an online service surely customer service should be of paramount concern. Not shoddy treatment. I have requested that should the item not be delivered then a full refund (including delivery) be given to me. I have yet to receive a response. I would advise people to be carefully when buying from Zando (you will wait over three months and get frustrated as phone lines are closed and then you come across *********** people like Charl who tell you the issue is resolved when the item is MIA!!!!!