Shocking way of handling queries

Yesterday (25/02/2018) I left 3 boxes of milk in a trolley at entrance 6. I called within 10 minutes of leaving the mall to advise your help desk and my details were taken down and promised to call me in 5 minutes. An hour passed and I called and I was advised that they could not find my milk.

I then asked that they put me through to your control room and spoke to Marcelino who promised that he will view the cameras and get back to me the same day.

Today (26/02/2018) I called again as I had not heard anything from him and he told me that he forgot to call me back. He advised that there are no cameras where I left my milk and therefore could not see what happened to it.

I find the way my query was handled very disappointing. I even doubt that anyone even bothered to view the cameras and I can't believe that such a big and busy mall has no cameras to cover certain areas.

I am a single mom and losing a month supply of milk is not a joke especially when no one is even willing to give me feedback. I had to be the one calling for feedback.