Ferns and Petals - Non delivery apathy false update and promise deniability

I would really like to bring to everybody's attention a curious case of non delivery of an item which I understand must have been or can be an inadvertent mistake in multisided platform businesses like yours, however the ensuing apathy, mismanagement, deniability, calousness, false updation, promises and disjointed operations cum omnichannel communications failure is not only palpable but astonishing, and unheard for, from a brand that is associated with emotions.

The item never got delivered however FernsNPetal kept insisting it has without any proof.

The consigent never got delivered to the consignee. Nobody from the courier company called to intimate about the
packet. Also I had been updating Ferns N Petals on emails as well as through calls that the packet has not been delivered for manydays, to this I used to get a standard response that 'we are taking this urgently, we are tracking the consignment, we will call you and update you, share proof of delivery etc.etc.' but no one called and updated, instead I used to get a message that the 'Ticket is closed' and 'Packet is delivered'.
[Ticket#[protected]]ref. Order# ********