No Feedback and still waiting

I picked up an online order on Monday night and it was 1 item short I spoke to Yvonne on Tuesday and explained the situation. She said that I would have feedback 2 days later. Today I Spoke to Zinhle and she said that I would have feedback just after 10am. I spoke to Zinhle again and she still doesn't have feedback. I was advised that I must return to the store as they packed and escalate it there. I told her that it was a sealed package with courier logo on that I picked up and was not packed by that store. She then just said I must wait for feedback. Are the customer care center at Mr Price to busy to sort out queries or do they just not want to assist.