Accused of giving wrong address

i have purchased a product on September, which was expected to arrive on the 1st November 2021. its now more than 3months pass the arrival date and still i have no package. i have contacted the customer service and informed them about this issue. they are not willing to assist me with anything and insist that i have put a wrong address. i know my correct address!!! its 100% correct yet the consultant by the name of Jaime insist that's my address is incorrect and asks me for proof that i have had other items delivered to this address of which i have provided. its seemed to me as if she was really not willing to help and just using any excuse available to her to evade dealing with this issue of me not receiving my parcel and wanting a refund. I've paid approximately R650.00 for shipping yet the items get delivered to the post office and not my door, this i have found out from friends that have ordered and received theirs stuff way before me. i have no order history on my profile on the site, the tracking info does not even work. poor service! i would not recommended anyone buy from this site, I've had trouble tracking my parcel since I've purchased it and still do not have it or any proper assistance of whom can tell me the whereabouts of it