Poor customer service

I went to a branch that unfortunately closed down. I as the customer had to chase after staff as to where my item was. Staff who don't answer or respond to messages. Then I had to drive to the other branch to collect my stuff. Is that why you call customer service? Thatbyou as a customer had to drive all the way to pick up your stuff after you don't do your part of the shop. I sure do expect to be re-imbursed for my petrol.