Incompetency Foschini online store

I place an order online that included two bags and one pair of shoes, first of all order took longer to arrive. When it arrived I was back at work , i received my order but only one bag was missing I had initially bought this things for my coming birthday. on the 15th of November . I made constant calls they said they follow up or sort it out. till today no bag and . I m furious because now they are acting like I received the bag when i did not Ram phoned me and they told me they do not pack things so it must be the ware they been investigating since Monday. I'm so unhappy and i want that specific bag I bought because I bought for a reason, they just had to ruin my birthday I'm annoyed