Delivery of parcel to the wrong address and person.

I placed my order on Shein on 01-11-2023. On the 15th Nov I received an sms stating that my parcel was out for delivery but I did not receive it on the day. On Saturday morning I received an email confirming successful delivery of the parcel. I immediately called Buffalo to let them know that it was not delivered to me. They lodged my complaint and told me it takes 24 to 48 hours to investigate and that I should get feedback by Monday. When I called Monday I was told to call Tuesday as 24 to 48 means working hours which excludes Sunday. Tuesday (today) when I called I was told to wait until end of the day. End of the day comes and I'm told the system deleted my ticket and all they can do is raise another ticket.