Dollmore

I have been having issues with ordering a Trinity. on 24th December I asked for a change of address for my order but the doll was not sent to the new address. I asked about this on 26th January and got a very polite reply about language issues aith the address and that the company will try to contact the delivery service about my missing items. The email was signed Abby. About a week after that I emailed the company again to ask if there's been any update. The reply I got the second time was completely different. The new message said they never got any emails about me changing my address. They said that they just sent it to the address I provided and insisted that i already receieved the package (which I didn't). They also said that I should have been tracking the item myself, implying that it is my fault that the items are missing. The email was incredibly rude and unprofessional. It was also not signed. Can anyone please help me with this issue? I'm still struggling to find my item but the second rude reply has me wondering if I will have lost the item for good. I tried contacting the delivery service but the officer confirmed that the seller should be the one who contact them. The receiver name and the phone number has changed. They cannot guarantee that I am the owner package. The seller, who has the order number and detail, can guarantee with them.