Evri complaint: Rude and unprofessional Courier driver

I had a parcel that was supposed to be delivered on the 11/02/2025. The driver instructed my husband to collect the parcel downstairs but my husband refused as he was on his own with our 2 kids ( a newborn and a 4 year old) and he could not leave them on their own and he was at that moment feeding our baby. He told the driver to deliver the parcel to where it should be delivered which is at the flat front porch located at the second floor but the driver refused and was rude. She then left with the parcel and I received an email that the parcel is being sent back as we don’t need it anymore.

I want to highlight the following issue:
1. Refusing to deliver the parcel to the safe place ( front porch) as instructed by the customer.
2. Lying about the parcel not being needed anymore and taking the initiative to send it back to the seller just because she doesn’t want to deliver the parcel to the second floor.

I re-ordered the item on that same week and in addition to that we had another parcel that we were also expecting to be delivered. This time the driver did not deliver the 2 parcels deliberately even though we already have the delivery time. When I checked with the customer service, I was told that the parcels has gone missing. I have asked the seller for a refund but they couldn’t process it as they are still waiting for Evri’s response. It is ridiculous that I have to wait for a refund for the 3 items when none of it was my fault. I tried raising a complaint but the customer service is ignoring it.