Buffalo International Logistics poor service

I have been experiencing numerous issues with Buffalo International logistics (Newcastle KZN Branch) since December 2023 when a parcel I had ordered was supposed to be delivered to my home address in Ladysmith KZN. The driver was lost , called me and I gave him directions however he decided to return to Newcastle with my parcel.

Since then I have called, sent numerous emails and what's-app queries to Buffalo support to follow up. All my efforts have been to no avail , as I have not received any feedback (or direction and guidance) on any of my queries. I even tried to get someone to go to the warehouse , however I was told that no customer's are allowed there , hence why there are no physical addresses shared on their website.

Today , I suddenly received and email from Buffalo support stating that "all parcels remaining in their warehouse after 3 months due to unpaid taxes or incorrect contact details are destroyed as per their agreement with the suppliers"

I find it unacceptable that after so many queries I now received an email of this nature. Buffalos service has been very poor and frustrating to say the least. They do have my e-mail address, contact numbers and address and have chosen not to respond. I have responded my unhappiness about this email, have requested a full refund and I have stated that I cannot lose my money because of their internal incompetency's however Buffalo responded that I should take up my grievance's with the supplier. The supplier has NOT been an issue here, they sent my parcel within a week days to SA, the issue is from Buffalo Newcastle. This is the email from Buffalo:

"Unfortunately any cancellations, refunds or returns must be addressed directly with your supplier, BUFFALO International Logistics only handle the international airfreight to SA and see to the delivery of the parcels. If you have cancelled with the supplier and they have still dispatched the parcel then you have the option of paying the customs tax and receiving the parcel or if if you do not pay the customs for 3 months then the parcel will be destroyed"

I have requested them to look at my e-mail trials since this issue started. I did not cancel with the suppliers. Once again the problem stemmed with the delivery from Buffalo Newcastle.