Pathetic Service from Edgars

I bought online a week ago, and opted to collect my parcel at Edgars Greenstone. I have not received my parcel up until today. I have sent an email to their customer care and i was told that my parcel has been sent to Greenstone Edgars and whe n i phoned Edgars Greenstone i was told that they have not received it. Tried calling the online customer call centre but i could not get hold of them. This is really pathetic.