Ridiculous online service

On the 25th of Feb I placed an order online for a parcel and was told it would arrive on the 5th of March which I really didn’t mind. Today is the 17th! I still have not received my order. I went to the store, last week to try trace as I had asked for it to be dropped there. They had no idea what I was talking about. I called the agent after I had left the store and she assured me the product had been dropped at the store and the person that had accepted is Phindile. I went back to the store with this information. They still didn’t have the parcel, didn’t even have anyone called Phindile there, I had to use my own airtime to call the online service cause I was told the store’s phone was offline. I stood there in my pregnant state for 35 minutes trying to talk to someone about my parcel! The guy I spoke to told me my parcel is siting in another branch and wanted to know how far I am from that branch so I could go fetch it! The nerve! I told him I would not be able to do that as I am 9 months pregnant and am not even supposed to be running around searching for a parcel. He put the phone down on me! Guys! What must I do to get my parcel??? I’m not driving all the way across town to fix your mistake I’m sorry. Please fix this ASAP!