Poor service

I have tried contacting Buffalo about my Parcel that arrived in South Africa on the 17th of December and today (31 December) I have still not received it. When you call the phone line it goes to voice mail, they don't reply to whataspp messages and on email they only send me a link to track my order but won't answer any questions as to why I have not received my order, and on the tracking link it said "out on delivery" on the 22nd of December and then it said "email delivery time exceeds 9 days" on the 26th of December and nothing after that...can anyone tell me what that means? Terrible service! I'm starting to worry that I have been ****med.