Online order delivery

I have NEVER experienced such bad service from an online system. I ordered a product on Saturday morning I ordered a product. The address was an address linked to my card which I no longer live at. I messaged immediately to change address and got told it is not possible (which in itself is nonsense as I worked for an online store and know a waybill is only created when a produced is packaged so it can 100% be changed. If your system doesn't allow that it should be changed immediately to get with modern times.) I called numerous times and sent numerous whatsapp messages to request it gets cancelled so I can reorder. The product has now been handed to a courier for delivery to a wrong address so I must now just loose out on the product as well as my money. I just get told it is being escalated. By that time the product will be delivered to an incorrect address!