PARCEL NEVER ARRIVED DESPITE "DELIVERED" STATUS

I made on online purchase with a retailer on January 9th as I normally do. The couriers is chosen on my behalf by the retailer. On January 13 2026 the status of my parcel changed to "Delivered" despite the fact that I was never contacted by any delivery person and I never received my parcel. Today January 14th I contact the support via email, they just sent me my parcel signed with a signature I do not know. First of all my number is right there on the parcel and the driver never once called me, second of all there is an OTP that is supposed to be given to the driver. How on earth do they send my parcel to the wrong place??? This is a pathetic excuse of a courier service. My children's school supplies are now lost/****** and the person assisting me has zero sense of urgency