Order Query

I placed an order online and have been updated with order status from processing to dispatch. Ithe received an sms from the courier company that the order has been received and tracking number. On tracking and calling the courier company, the order was not received. Called Makro and wS informed from which branch the order was dispatch from and they promised to to check with the department involved. I called the dispatch branch and they told me they did not dispatch the order bit a different branch and collected by a different courier service. How does MAKRO customer service give incorrect information