Missing sale item- Appalling service

I purchased a dress and earrings on the 14 December 2023 at Forever New Balito Junction under invoice number ***. I then realised that the earrings were not in the paper bag. I sent an email and was informed a customer rep would give me a call. I have not received a call. My husband went to the store and the same lady who rang up the sale did not bother even checking their footage or ask any questions about the sale date. She dismissed him and said they didn’t find anything.