Disappointed by identity ignorance

Greetings Please help me get my parcel or my money back, I ordered online from identity on the 26 June 2025 and received order number o***, then got a message that my order hasn’t been delivered, when I went to collect my order at identity Dundee as I choose to collect my order from them o was told that the order was delivered in Gauteng kerk street identity, they promised to call them so that they will rearrange the delivery to the correct address, up until today I never received any update regarding my order except for one lady who called me two weeks back fro identity kerk street saying she is arranging to courier my parcel to Dundee identity in kzn but I have never received my order