Delivery incompetency

I have been doing back and forth with Superbalist for a week now regarding my order number ***. This order was an exchange and in the sms that I received from Superbalist after I logged an exchange it stated that the exchange item will be delivered when the driver comes to collect but when the driver arrived on Tuesday the 3rd of November 2020, he didn’t have the other item with him and claimed that on his phone it appears as a return and not exchange or drop and collect, I gave him the item but I did not receive any communication from Superbalist to say that the item was collected like I usually do. I have been wasting my airtime calling and sending emails to Superbalist but to no avail. I am very ****ed off right now, I hate bad service, When did Superbalist get so ***********? Yesterday the 5th of November 2020 I called them again and I spoke to Zintle Dubani I explained everything to her, but surprisingly she responded to my email to say that she informed the team that this was a drop and exchange, whereas I explained over our telephone conversation and in the email that the other item was collected already. Later yesterday the driver come to deliver my parcel but could not give it to me because Zintle informed them that this was a drop and collect after I explained to that the other item was collected already on Tuesday the 3rd of November 2020. The name of the driver that collected is Aimable Njabire, his number is ***. I am really angry right now because Superbalist is playing back and forth with me for the item that was collected from me. I called again yesterday after the driver refused to give me my parcel, I spoke to Justine Cartens who later send me an email that my order was going to be delivered yesterday still before 5pm. Till now I have not received my parcel and no communication from Superbalist. I am very disappointed with Superbalist, bunch of *********** workers nxa!