MISSING ONLINE ORDER

Place an online order (order number ***4) on the 30th of September for delivery at Ackermans Women Mall of the South,. A few day after, I receive my order number and a link to track my order. After 7 days of no update, I called the call center to track my order and they told me that my order is still in transit. On the 16th of October, I receive a reminder (nothing was communicated before this) that I need to collect my order. On the 18th of October I receive a final notice that if I do not collect my order in 2 days it will be returned. Since I am not in the country, I call Ackermans Women Mall of the South to tell them that I can only collect my order on Monday the 23rd of October. I speak to Thenjiwe who tells me that my order is not in the store and I must call the other Ackermans in mall. I did that and they told me they do not have my order either. I went back to Thenjiwe and told her this information and she told me that she will get back to me which she didnt. All this happened before 10 am today. Right now at around 3pm, I call Thenjiwe for an update and she tells me that she is only looking at this now and again she will call me back, and again she has not called.

Ackermans, where is my order ?