Order not delivered and no one can assist

I made an online order on the 12 December 2023. 14 December I received a SMS from Skynet indicating that the order was out for delivery. on the 16th since I did not receive the order, I called Skynet only to be told that the delivery vehicle has been hijacked. On the same day I called Russells and they indicated that my order will be re-delivered within a week. On the 20th December I called Russells again and was informed that the query is in process. To my surprise on the Russells website when I track my order it says I have received the order on the 21st December. Today 29 December I called Russells and they cannot assist me with anything, the online thing they can do is to send an email to relevant people. The order is supposed to be a present for a wedding now I am not sure what is it that I have to do. I have paid for things that I do not have.