Appalling Zara customer service

I bought an order online at Zara on the 31st of January. It was meant to be ready for collection at their V&A waterfront store between 4 and 9 February. Then the date changed to between 9 and 11 February. On the 12th I was still waiting so decided to contact them on Twitter for assistance. They didn't help me instead kept sending automated responses saying they are working on it. My request to speak to a manager has been completely ignored. On the 13th they sent an email stating that one of the items I had ordered is out of stock. I'm upset, this was someone's gift now I must run around again looking for an alternative gift. I asked them to just change the size but their online chat team said they can't do anything. Their customer service is appalling. I'm livid.

It's the 16th today and I am still waiting for my order. Not even sure what's happening anymore. I'm completely disappointed.