ZARA taking money online and not delivering product

Ordered a gift card online for a friends birthday which is still pending a month later with no way of indicating when this will be resolved. The birthday has come and gone needless to say. Contacted the online chat with no solution. Went to stores with no one willing to help me resolve this as the online team was not at work that time to call. i was meant to be called back the following day which i was not. Call the store in Tyger Valley and there is no answer. Everyone on the e-mail and online chat keeps saying someone will be in contact, however nothing is occurring even though they have taken my money, they are not offering me with the product i paid for. This is shocking South African service for you!