Evri complaint: Where is my package?

H0011C0008618937
I have tried to get assistance from your team in various ways – I have made several calls to the very unhelpful digital assistant you have on there, i have tried the chat bot, I have tried DM on Instagram and Twitter – NO ONE IS ACTUALLY HELPING!
The last comms from evri to the recipient said the package arrived on 11th February and that we can contact the local partner – who is the local partner for us to contact them? We have gone ahead to contact local customs in the delivery country and they say they have not yet received the package.
Can you locate this package immediately and share details for who your local partner is? Alternatively please return the package to the sender (myself) with a full refund and I can engage a different provider.
This is terribly frustrating, causing anxiety for the recipient and very disappointing. I understand international can take time, but why cant you clearly communicate so we know what’s going on?
please email back as soon as possible with your response to my query.