Items not delivered to me

I ordered good on the 15th of which the ETA was 2 to 5 business days, on the 20th I got a message saying my parcel is with skynet and will be delivered before the end of business day, at around 13:00 I received another message saying my parcel has been delivered, I immediately called Hi-fi and informed them that I have not received the goods of which I was assisted by Andrew who informed me that they do send messages like that to clients just for the purpose of invoicing even if the client hasn't received the goods, yet when I do the tracking it says goods are with the customer, he then logged a complaint to say that I got an SMS yet no parcel was delivered to me. I got an email yesterday from Ntswaki Setlau to confirm if I have ordered the goods which made no sense cause I wasn't disputing ordering the good but rather recipient as I did not receive my goods. Few minutes after I got an email to take a survey cause according to them I've received my parcel. Yesterday I called again and the girl rudely said complaint takes 24 hours to be resolved with no sense of empathy that I spent R5900 on the goods which I didn't received. Complaint no: *** Order number: ***