Iphone ****** by delivery driver

Good day I have a serious problem regarding my Nieces phone , the driver stole the phone and is asking us to wait for him to claim from insurance . Yet he never delivered the phone to begin with and **** on the 6th and said he called no one picked and yet we had the phone on and all of us were at home waiting for that delivery . R10 000 is a lot of money to just loose it and wait for him to claim like what do you guys take us for honestly? This is so unprofessional and so pathetic on your behalf and not to mention careless .A member from you guys responded saying it will be delivered but sadly what’s on the app has been the same for over a week but the driver called to say nonsense of being ****** in the mall .Now the shop is refusing to release the phone saying it’s not their problem ! We made payment to Makro not the courier company !!!!!!!