I made an online order few weeks ago

I made an online order few weeks ago. Order number OD***. I got an sms to collect part of the order at Makro Silver Lakes. There was an item missing and I notified Makro. I was informed to go collect and I haven't been able to yet. Then I received an sms again about the rest of the order. To my surprise, the sms said the order was collected. I was at work when the collection was done. I've tried various means to get answers yet nothing was done.