Poor service

I'm very disappointed with the service I received at identity eastgate! I've made a customer request on the 3rd of April my shoes was gonna be delivered to East gate branch, my shoes arrived and they called I then decided that I want my shoes to be sent at Chris Hani branch at first they said it's impossible but later they called and said they just confirmed with area manager it can be done but it will take time to be delivered at Chris Hani, I said it's fine as I was out of the Province by that time and I was not in need of the shoes urgently by then, I waited for the whole month until I decided to call them and find out what's going on. Only to find that they have sold my shoes without even crediting back to my account and no one contacted me! How can they even open my parcel and put them on shelves to sell it again without doing proper procedure!! If I didn't call them I would have been charged for shoes that I didn't even get