Package did not arrive. Refusal to help

We expected a delivery overseas - Brussels- that did not arrive. We tried live chat and they showed a completely garbled address - instead of 11 Vexx Avenue it shows 11 Ave, Brussels Vexx etc. So we are pretty certain they took it to the wrong address. We tried online chat and ask what to do and all they say is "noted'. They keep repeating the tracking stuff but as soon as we say it didn't arrive they ignore us.