Missing parcel

I have ordered from Mr Price for store delivery on many occasions and have never had an issue, I placed an order on the 31st of May for store pick up at Morning Side Gallo Manor , 1 order has arrived but my other order hasn't , when I phoned to inquire why , I got informed by the operator that she can't find the store on the system and that she would transfer me to the Mr Price store at Gallo Manor when she transferred me that call immediately got cut and when I tried calling the store myself to find out where my parcel is which isn't isn't actually my job, the call didn't go through . I have worked in logistics and never once have I told any customer purchasing from the store that they should contact someone else regarding their parcel.