Frustrated and disappointed

I have been calling Dawn Wing for 2 weeks now changing the address of my parcel destination and they said my order is scheduled for last week on the 11th/12th. Next thing my order is signed by Routebil and I've never received my order. I keep calling and they keep on saying my order will come but it never does. I requested to pick up the order but they still refuse. What really happened to my order?