poor service

I called the bash customer line to ask the consultant by the name of Amanda to assist me I wanted to change the delivery address for an online order I made, but the consultant simply said, she cannot do anything because my parcel doe not has a tracking number yet. I am very disappointed as to how I big division such as TFG does not have access to the courier companies they use to change address information. What bothers me is how much she didn't care or try go an extra mile to assist resolving my query