Bad service and delivery system non existent

First it took 12 days to deliver a item . On the 12th day a courier company called saying they are outside . They where in the wrong province. I call the customer care line the agent first tried to say oh they made a mistake and went to the billing address instead of the shipping which is another problem as my billing and shipping address is both in the same Province and that wasn't and excuse to be in the wrong place. The call got cut I called again spoke to a different person they said a ticket would be logged a got a email asking my order number which I provide they response was "Good day,

Thank you for your email.

We’re really sorry for the experience you’ve had. Please note that once delivery is selected, we’re unable to make any changes to the order. We sincerely apologize for any inconvenience this may have caused.

Kind Regards, Sindy HiFi Corp Team" at no point did I ask to change the order I asked to fix the delivery address . I called after I received this response the lady whom i spoked to said she will put in a request for a refund and then the call got cut again. I call again to ask whats happening as the call was cut this agent told me the parcel was in cape town but he could change the address i asked what address was on as my 1st phone call which I record the agent was supposed to change it and surprise is wasn't when I asked why could the addres not be changed seeingvas they one they have is incorrcet and incomplete my call go cut again . My last call the agent advised that the order is still in the wrong address and not in cape town he did manage to cancel the refund request and I spent 15 minutes giving the correct address and then the call got cut I am not sure now what is the status of my order or where its going as I spoke to 5 different people and nobody has be able to change a address”