Lost orders

I place my order on 29 September and it was delivered to a wrong place and I did not change my address. Since October I was busy calling inuka and getting empty promises each an every day.yesterday I spoke to venan and he gave me a ref no :316916 it was for the first time to get a ref no since I started calling inuka .I also spoke to Nozi who promised to call me back but since today I am still waiting .customers are waiting for their orders I am really stressed about all this whole situation . Please assist