No feedback on parcels

I have been waiting for months now for parcels to arrive that was order abroad. I have sent multiple emails to the customer services email address to assist in tracing my parcels and they keep on telling me that it was collected by someone that is not even in the same province I am in , nor do I know this person. I asked what I can do from my side and they keep telling me to wait , but how long must I wait. If someone can just tell me if I can drive somewhere or how to trace these parcels it will be much appreciated . The tracking service tells me nothing of where I can start tracing these parcels.