Still no joy after a week

I contacted the customer care service on xmas eve i changed the delivery address to my mom's address she's ways at home I still haven't received my parcel and my son's birthday has passed. customer service doesn't want me to speak to the team leader or the manager they are arrogate and unprofessional , I knew already on Thursday that they wont delivery the parcel since they were so arrogated with me its been a week already so you cant tell me that these no guarantee who's problem is it, until today I haven't received the express parcel placed on the 22 of Dec , no phone or message from Foschini or Courier Company apparently they were no able to trace the address why anyone didn't advise me my moms address is closer to Protea gardens mall