Worst online service ever!!

Where is my order Identity? I placed and paid for an order on 3 Feb 2022 On Friday, 10 Feb 2022 I received a call from the courier company asking where I am. I asked him where he was and he rep**** Kimberley. I told him I am in Stellenbosch so how did my package ended up in Kimberley. He advised they will sort it out, however to date I have not received my package. I tried emailing the support desk but no response has been forthcoming. Identity, can you please refund me my money, including the delivery fee alternatively deliver my package to me!!!