Delivery - BAD SERVICE HOMECHOICE

I have been a homechoice account holder since 2011, I have been trying to order a specic dinner set online and until now have not been successful. I got an sms saying my parcel had been handed over to couriers but noone even tried to call me for delivery, after a few days when I checked my order has been returned. I tried calling customer service and they couldn't tell me the reason my order has not been delivered. I paid cash for this order but still I have not received it. Can someone please Urgently assist. I cannot reorder that dinnerset anymore.