Buffalo Logistics bad service

Buffalo has collected a parcel from us on 8 December 2022, and today 14 December 2022 the parcel has still not been delivered. This parcel was collected in Krugersdorp and should have been delivered in Johannesburg. When I tracked it online it says returned to buffalo warehouse. How on earth do they return a parcel to their warehouse and just not deliver? I've logged two tickets enquiring about the parcel, I've completed the online contact form on their website and I've tried to get help with their online HELP service. What a joke. Nobody ever returns an email. I even emailed the person who created my account on Buffalo and even they are just not returning my emails. When you try to phone them, you stay on the line for 2 minutes listening to music and then the line is hung up. So they do not seem to try to assist. I am fedup with them and their bad service.