Evri complaint: My parcel is lost.

Early december I ordered a parcel from what I presume was USA. The parcel arrived in the UK on the 10th of December. Before it left the depot I redirected the parcel to my local parcel shop as I would not be home on the delivery date and I wanted to prevent my parcel from being stolen. The last update provided on the Evri website (if you put in the tracking number) that it’s on the way to the parcel shop. That was on the 14th of December. I contacted Evri on the 21st as it still wasn’t there and it was supposedly investigated (number: 241220-029955). I had 2 replies in total, stating that they weren’t able to locate it but it was going to be investigated further. No reply since 23/12. I replied to the email address (which is: [email protected]), no reply. I am unable to speak to a live agent, either via chat or phone. I have made several attempts but I am unable to get through to someone. Since this week the tracking number is not recognized via phone, only via the chat. The answer of the chatbot is that I need to ask the sender for a refund. The sender is refusing to reimburse me as it is my fault for redirecting the parcel. I am unable to raise a complaint as it is not an option provided over the phone. That is the procedure as per Evri’s website. I would like to be contacted so I can get a refund of the money.