Disgusting to non-existent service!

I bought an item from Samsung on the 19th of December. According to Samsung I'd have received my item on the 29th of December. Of course I started enquiring about my package as I'm very excited to receive it. The very friendly and helpful agent at Samsung informed me that the parcel was indeed shipped and provided me with a tracking number for the one and only Skynet. Upon entering my waybill number, my heart sank down to my pinky toe and panic set in, apparently my package was out for delivery on the 24th of December and 'consignee refused delivery'. Obviously, that's completely untrue. I started a conversation with 'Samantha' which I believe is nothing but a bot. This Samantha kept on very excitedly informing me that I've received my parcel. I tracked down a contact number and called in, the agent I spoke to was very confused about the information on the tracking section as he could see that my parcel only reached the servicing depot in Bloemfontein on the 29th. He provided me with a cellphone number for the Bloemfontein depot which I attempted to call numerous times to no avail. Yesterday afternoon when I checked the tracking details again, I saw to my complete and utter shock that my parcel has been returned to sender as consignee is refusing delivery. How, and why would I refuse delivery of something I've paid for!?!?