ODO service FAILURE

I ordered something on the 6th December and for the last week the tracking has shown that the parcel is "packing". When tracking with DPD their website indicates parcel collected but when I phoned them they said the parcel was not available for collection. I have left numerous messages on the ODO HELP page and received acknowledgement of my query but no further emails follow. I have even contacted ODO on whatsapp which is a business account linked to a Meta page. I have been a long time customer of ODO but they are truly acting like circus clowns with this abysmal effort to either clarify where my order is or refund me in FULL. Going forward this will just cause me to not want to purchase from ODO.