poor service and no accountability

i am soo disspointed with the service that i am getting from superbalist, a day before my delivery i made a call to their call centre informing them that i wont be at the office because of the lockdown if they could send the parcel to their woodstock hub and i will go and fetch it myself , the consultant told me she cant make the change from her side because it needs to first be delivered and then she i can make the call then, i sent email to change the address to the their woodstock Hub today i was told the parcel was cancelled and it cant be located no one seems to know where is my parcel each consultant is telling me different story, i dont want the refund i want the item i ordered