Poor service

I ordered parcels from zando. Still waiting for a refund after the item I ordered was not available. My other order was suppose to be delivered on the 11 Dec 2019 but it only came the 12th. The problem is I have to pay and arrange another courier. After phoning and speaking to about 3 consultants after holding for +/- 10 minutes just for someone to pick up the phone. The person I got hold off would sent parcel to my new address since I left for holiday on the 11 Dec but the parcel was delivered at my old address. What's the use of your rude customer service that keeps on lying and don't know what they are doing.