Angry and dissapointed

I am absolutely shocked with the service!!! I placed an order a month ago and am still waiting for it to be delivered. I received a message/ email which indictaed that it had been delivered to me. I have tried for a week now to explain to the concierges that I have not yet received the parcel. The told me the courier company they used was Fast and Furious and they said they delivered the parcel to me!!! To make matters worse, I now received an email stating that my return has been processed and the collection date for same order is Thursday!!! How can I send something back that I have not received in the first place. This is shocking, the concierges are not helping and I want to speak to someone from management!!!!!!!!!!!!!!!