Disappointed Online Customer: Missing Orders: No feedback

I have been out of the country for a few weeks so I only go a chance to collect my online orders from MRP Cresta on Sunday. The staff was unable to locate my orders even though their system confirms that the parcels were both received and scanned in store ''ready for store pickup". I left my details and they promised to phone me the following day once they had contacted head office. Monday, Tuesday, Wednesday passed with no call from MrP Cresta so I went to the store to follow up. The staff said they phoned head office but did not follow up yet. After searching the store again, they inserted the order numbers into their system, only this time, it says that the orders have not yet been delivered to the store and yet 3 days ago it showed that the parcels were scanned in store. How is this possible? What is going on here? How could I have received several emails reminding me that my parcels are ''ready for store pickup''? How can my orders not yet be received by the store despite placing them over a month ago? Why am I receiving conflicting stories every time I go to the store? The staff at MRP Cresta are unhelpful and do not seem to want to help. I work in customer service and when you promise to call a customer back the following day, you do so regardless if have an update for that customer or not. I want my parcels or I want a refund!!!!!!! and I doubt that I will be purchasing from MRP again if this is how your staff deal with customers.