Shocking service!

I ordered childrens' clothing items from Shein and the package was assigned to Buffalo Logistics. I paid the tax as requested, and was then notified that the package had been detained. I sent through all the required documents via the link provided. Noting that the status of the package had not changed within 24 hours I contacted Buffalo and was advised that they had not received the documents eventhough the link stated they had been submitted successfully. I again sent the documents via both the link and to the Stops email address provided. Buffalo confirmed that the documents had been received. I followed up every alternate day but still the status of the package did not change. I was then notified by Shein that the package had been destroyed by customs as no documentation had been handed to SARS. Buffalo obviously did not forward the required documents to SARS eventhough they confirmed they had received them! Shein resent the items at no cost. The package arrived in South Africa and I received notification from Buffalo to pay the taxes which was almost 3 times the taxes paid on the original package. The staff at the contact centre are extremely unhelpful and cannot answer any question posed to them. They do not answer emails or WhatsApp, therefore the only way to contact them is telephonically. I am now trying to claim back the taxes paid on the original destroyed package, as well as the overpayment on the second package as it should only have been 10% of the package value, not almost 30%. I doubt they will assist.