I would like my Parcel please

I've been to Clicks twice for a delivery that reflects as "Processing" on my profile. I got SMS'es too for this parcel and have been into the Clicks store twice to collect, only to be told that "I must have collected it, because it isn't there. The last message I got was that if I don't collect it, then it will be sent back, however, I can't collect what isn't there. Please sort this out as this complaint is the only way for me to followup on it. The store staff aren't helping me and I've complained before about the poor process for collecting at Soneike Clicks.