Pathetic service

I am so disappointed right now. I placed an order on 25th May, and it was delivered to the collection point on Monday, 2nd June. I received no sms but I tracked my order. When I got to the collection point at Ackermans, Brackenfell Hyper on Old Paarl Road, they told me that they can't help me if I didn't receive an sms yet.

It has been 4 days since I went there knowing that the parcel is at the store. Still no sms and I need the item urgently!!! Why can they just not go to the back and fetch it?