Useless new Online Shopping and Call Centre

Placed an order on 12 March 2019. The order was delivered 22 March 2019 after I spoke to a consultant and saying that I won't be available at the address. She assured me that the courier will phone me before they come... or not. What she and I spoke about was me wanting to cancel the order but it was too late because the parcel was already dispatched. She then told me that when the courier arrives I must just reject the parcel. But with the courier not phoning me before they come the parcel was accepted by someone else at the wrong address... I've been trying to log a return for 2 days but the website keeps giving me an error. And phoning the call center isn't of ANY help either. One resetting my online password... The other one saying she can't help me with a return her system is slow... One saying I can't log a return on the website. Just a freakin headache!!! Order number MAK ********** .