SERVICE SUCKS AT CARNIVAL MALL

I have ordered a head board at carnival mall and had my friend deposit money on different occasions. I have all the proof of payment and now I am being told Rochester can not pick up some payments. I mean whos fault is it?? What is it that I need to do or who do I need to speak to in order for this mess to be sorted out. There service I got there has been very bad ever since I ordered this head board. Can someone help me with this mess!!!!! **********