No delivery, no refund, no service

This is the second time TAL has "delivered" a package that was "signed by me" only neither or these things happened. Last time it was a nightmare getting a refund. It involved many hours on hold and many emails. At the time I felt it was ridiculous but I imagined that it was an exceptional situation involving a couple of *********** employees. Now that this is happening again I realize that this is standard practice. It's been 3 days and TAL still hasn't remedied the problem despite numerous emails and unanswered calls. They keep "escalating" the issue but doing nothing. Why must the customer suffer while TAL figures out their own mistake? There was no signature by me (which they can immediately check since it is digital), so they can verify within minutes that the mistake is on their own end and after establishing that, do their investigation on their own time. It is not the customer's problem that TAL has an ineffective way of tracking their own deliveries. I have just returned from battling Christmas mall chaos during a pandemic. In addition to this insult, I must waste my time hunting down customer service representatives who take an unacceptably long time to respond and when they do they do not resolve the problem, instead, they pass it on to someone else. This is absurd. Amazon (a company who's business model TAL has clearly emulated) has a button you click on when this happens and the customer is immediately refunded or the item is replaced (a choice given to the customer). I sincerely suggest TAL reevaluates their customer service before they come to SA otherwise I would imagine they will find themselves out of business.