No delivery and no customer service

I ordered and payed in store for delivery at home. I was promised it will be delivered before my daughters birthday on the 18 July. I phoned more than 4 times on friday and got a different excuse every time. I even wanted to collect it. No luck. Covid, Riots everything else was to blamed. I have been **** to in order to cover up incompetence. Now I get an sms to say the package is damaged and the adres needs to be confirmed and Im liable for the handeling fee. How is this even possible???? Unable to get any help from head office or the website. Is this the customer servuce we need to deal with?