promised shoes still missing and horrible attitude

Last week Friday we stopped on our way to the Karoo at the Engen 1 stop in Bloemfontein. My son accidentally left his new shoes at the wimpy play area. We phoned and I spoke to Gerhard who identified my child's shoes without me providing a complete description and promised to send it to their other branch (and to ask for amelda) for us to collect on our way back that following monday or Tuesday. When we got there amelda knew nothing and had to phone after Gerhard. I also spoke to Gerhard telephonically and he promised to find the shoes and get back to me so he could courier the shoes to us in klerksdorp. It is now Thursday and ihave tophone after him. He now tells me when I confronted him abouthis unkept promises that in that case there's nothing he can do its not have job to look after shoes. I suspect the shoes have sincebeen******!!! Engen will never see usagain not there or anywhere in thecountry. My shoes were in your possession my telephone calls are recorded iwant a proper explanation and I want my child's shoes !!