Poor online store

I placed an order on the 15th of November with a clear delivery address to my house and Monday the 18th I receive a call to say that my is ready for collection at Mall of Africa. I specifically ordered for delivery not collection. I called Converse online to query this and it was confirmed that thby made a mistake on their end and they will rectify. Since Monday the 18th my parcel has been out for delivery till today. This was supposed to be a gift for the 20th. I have to keep calling and finding out about my parcel and all I get is apologies which don't help me in any way because I don't have my parcel. I can't receive my parcel and neither can I get a refund because the I was told the order is out for delivery today and it been out since the 18th. Do NOT use this online store to order anything