Lazada complaint: Order was not delivered, and they marked it as delivered after so many calls

I have ordered this item with Lazada on 12th of Dec, 2021. On 14th their delivery partner, PosLaju, made an attempt to deliver. They did only call once, and since I failed to pick it up, they took it back to whatever sorting center they have. Since then I have been calling Lazada.

Initially Lazada agent has ed on 15th that, that there will be 3 reattempts, there will be at least one by 17th. My order was a time critical one, so I said, I need it by 18th at any cost. They reassured.

I called them again on 16th, they again reassured.

On 19th, I had to call them and to say that if I do not get the parcel by 19th, I have to cancel it. They reassured saying they will contact delivery partner. Nothing happened.

I called on 20, and 22, to please cancel the order- since it is not delivered even then. They said on 27th it will be cancelled automatically, since it was not delivered. They didn’t! So I had to call again on 28th!

On 28th the agent ed they are cancelling it, and then I received an email- that cancellation is in progress. On 29th, to my utter surprise, I get a notification that Lazada has marked the order as delivered in the app, and that’s what is shown in their web app too.

I called them on 30th, and now the agent says, since it says it’s delivered, we have to see the proof of delivery, then you deny it, and then only we can refund you! What the hell is this? I mean, like seriously? I have lost hours over call, and needless to say more than 15RM in the process!

I didn’t get my item, spent all these money, and effort for what? Another stupid debacle? That I have to send again an email to deny their POD, and then only the process refund? What would have happened if I didn’t notice, and called them back???