DSV couriers collected package after delivering it and signed for delivery themselves!!!!

My friend bought a pair of Adidas (R750.00) from Zando. The package was paid for and sent via courier on 1 December 2020 to one of the addresses she has listed on her Zando profile. The package was handed over to her grandma as my friend was at work. Her grandma did not physically sign for the package herself, she is an old woman. The delivery guy then proceeded to sign on behalf of the grandma by asking for her name and surname. A few minutes later, they came back to collect the package saying they delivered it at the wrong address. They did not ask anyone to sign for it as my friends uncle was at home then and my friend's daughter proceeded to hand the package over to them. After going back and forth between Zando and DSV couriers since 1 December, the package is nowhere to be found. A few minutes ago a rude representative from DSV couriers called my friend and interrogated my friend about the package's whereabouts. The rep from DSV couriers told my friend that the delivery driver's assistant is standing right next to her and he swore they never collected the package again and saying it was delivered to the wrong address. Zando offered my friend a voucher which she declined as she is not looking for a freebie, all she wants is the package that she paid for. My friend has not laid a charge of ***** and theft against DSV couriers and Zando and her daughter, grandma and uncle is also making formal statements as to what occurred that day. This is wrong, this should not be happening! It is disappointing that a customer is treated this way by DSV when her package is gone that she paid for. People, don't use DSV couriers!