Non existant service. Still don't have my order...

Made an order on behalf of my Sister on the 30th of March. It's now the 9th of May and we still haven't received it. It took weeks before I even received an SMS stating that "My order has been handed to our courier partner". This was on 10 April. Haven't heard a peep ever since, it never got delivered.

Eventually, my Sister called customer support on the 20th of April, and while the man was very friendly and tried to help, even he was very confused and couldn't even find the order.

Fast forward to the 7th of May when my Sister called again and was told "It was sent back to the shop as we can't keep stock for this long". What does that even mean? Where was it being kept? Why was it not shipped? Who even knows...

To put it in perspective. I bought something from a company in Canada (with factories in China) and it got shipped and delivered from China within 14 days. How did I receive an order FROM CHINA before something from a shop literally 26 KM away?

I am absolutely stumped...