where is my order??

2 weeks ago I placed an order online. My order then said it was delivered yet nothing arrived. After numerous phone calls to the call center I was told either my order was delivered to the wrong person or it was returned to the warehouse due to 'incorrect address' Yet my address was perfectly correct. no one can actually tell me what is going on! I have called the call center everyday for 1 week now, keep getting the same response "they have had no feedback from the warehouse" I URGENTLY need this delivery as it is for a present for someone. I have paid for this order! This is the worst online service I have received so far!