Appalling service

I purchased a Kappa backpack, the order was placed on the 28th January. Delivery was supposedly going to be between 3-5 days. I received an email on the 31st Jan that the package is with the Courier guy delivery company and I have not heard anthing from them even though when I track the parcel it says tge parcel was submitted.

I called the courier company on the 2nd Feb and was advised by Kate that the Gerrit the supervisor says he tried calling me to ask if I had received it. I advised Kate that I had not received and she said she would relay the message to Gerrit who would call me the following day.

I called again on the 3rd and I was advised that Gerrit says I SHOULD SEND AN EMAIL WITH THE IMAGE OF THE ITEM FROM KAPPA SO THE HE WOULD LOOK FOR THE PARCEL ,IF THEY DO NOT FIND THE PARCEL I WOULD NEED TO FILL IN A CLAIM FORM , how ridiculous is this.

If I had known that ordering an item from Kappa would end up with me doing admin work for the Courier guy delivery company then I would have gone elsewhere.