On the 2nd of August 2022, 9:47 a parcel addressed to me was out for delivery and I received an SMS message informing me that my parcel will be delivered between 13:06 and 14:06. Around this time I watched my device closely as I anticipated my delivery. The GPS on the application had shown that the delivery person was close by. I then sat and watched out my window and waited for the parcel to be delivered. I then see a notification on the application saying that "unable to locate premises". As soon as I saw that notification I rang 03448004466 informing a member of staff that the delivery vehicle never arrived on my estate. The member of staff then told me that they would contact the driver and arrange for them to try and redeliver the package. I waited over an hour waiting for any update on the package and nothing. So I simply rang again and explained to a second member of staff my issue and if they would try give me abit more information regarding the arrival of my goods. They then said that " the driver had not been made aware and will inform them to try redeliver the package." They also said to me "they will contact me once they have more information regarding the situation." I then waited an addition hour with no contact so I contacted the number again. At this point the application had shown that the driver had returned to the depot at Rotherham. I then asked the staff member if I could collect that parcel today. She said "that would be possible as long as I bring some identification to prove it was my parcel and address that I was collecting it for." At roughly half past 5 I the afternoon I arrived to collect my parcel. The staff member behind the glass told me that I couldn't pick up the parcel as "it had not been attempted delivery" I then explained to her that the parcel had attempted a delivery explaining that it had attempted a delivery but failed to find my address and that I had came to collect the parcel after been told to do so by the telephone service team. She then denied me access to my parcel even though they had located it and told me to take a seat and wait until a senior member of staff arrived to talk to. Approximately 10 mins went by until a gentleman came and repeated what the other staff member said. I then walked off to my car in annoyance and rang the customer service number again asking to change my delivery to a collection. The customer service bot then told me that I could collect this parcel on the 3rd of August at the depot. As driving away annoyed from the situation I recieve a private call from a number leaving a voice mail from the same member of staff that spoken to me at the depot saying that they cannot let me have my parcel and not to come to the depot on the 3rd! Now I have no idea how to collect my belongings that I had purchased online since I cannot collect from the depot, I will not be at home on the 3rd to receive the order and my parcel is too large to be collected at a post office. The confusion and misinformation I had received through your company is astonishing.