Is Buffalo Logistics REALLY delivering- or taking our orders?

We ordered a package and the tracking was marked as delivered. I have now tried for weeks to get my package and every time I contact them, they confirm that the package will be delivered the same or next day! This is such a unreliable service. Unfortunately , this bad service harm customer loyalty. After the first complain, I received a whatsapp with a photo of my package to say that the driver still had my order and I needed to share a location as he was not sure how to reach us- then after that I received 2 more messages on different days to let me know they are coming the next day. When phoning to the call centre, they can see the shipment was not delivered but cannot fix it on the app- they confirmed that the package was out for delivery the same day- still nothing.