Bad online service

Im having problems everytime i order something online there is a problem. I have to rely on online shopping because my size is never in store. But every time i order something i would get the mail saying its delivered and i must wait for a pargo code which is fine but Ive never received an sms from you guys with regards to my parcel that has arrived and before i waited a whole month and my package was there whole time but my name wasnt on the parcel so then head office phoned me now they are asking for a otp when i want to fetch the parcel which i also havent received. Why is it so difficult to get a parcel that ive already paid for? And why am i not getting the otp?