Mr Price online order not delivered

I ordered some clothing on the Mr Price online store, I opted to collect it from one of the pickup points (BP Ontdekkers), on Mr Price's website the order shows as "delivered" however I have not been able to collect the order because I did not receive any communication from the company that operates the pickup points that Mr Price uses so I was not able to collect or track the order. I have contacted Mr Price's Order & delivery department multiple times regarding this issue, and spoken to three different people in the past week, they all suggested that the company that operates the pickup points has made an error and that this issue is being investigated. I still have no response from Mr Price on where my order valued at R684 has gone, if they cant find it then I would like a refund.