Shockingly bad company

We have been waiting for a parcel to be delivered to us since the beginning of the year... Everything was delayed due to Covid that I can understand with no problem at all. Suddenly Ali express told us everything has been delivered... I am unable to get my parcel at the closest post office as they said and they closed and resolved the complaint without any hesitation. They basically told us it is our responsibility to search for the parcel. I am in Kzn and they gave me a number for Gauteng that fails to work. They also asked us to submit Evidence that the parcel was not received.. Can someone please assist in explaining what evidence I need to submit? Must I take a photo of the tiles? An empty table? An empty cupboard? It does not make sense. They have all of the order numbers/ tracking numbers with them. It is most probably the worst experience I ever had. The company we bought from is refusing to refund us because Aliexpress has closed the complaint and confirmed that everything was delivered!