Subject: Urgent Complaint – Missing Parcel Despite Confirmation of Delivery

I am writing to express my deep frustration regarding a parcel I ordered, which has still not been received, despite multiple confirmations that it was delivered to the Atlantis Mr Price store.

My order was shipped on 12 May 2025 , with an expected delivery date of 19 May 2025 . Whereas I've received both emails but however, I have not received any communication confirming that my parcel is ready for store collection.

On 9 June 2025, I contacted your customer care service team who tracked the parcel and informed me that it was ready for collection. Based on this, I sent my mother to collect it at the Atlantis store. Upon arrival, the staff claimed the parcel was not there, which was extremely confusing considering the earlier confirmation.

Today , the 19th of June 2025, I followed up again by calling customer service. They tracked the parcel once more and provided proof ( documentation ) that it was received by the Atlantis store on 20 May 2025 and signed off by a staff member . Armed with this information, I sent my sister with the necessary documentation to collect the parcel, only to be told once again that the parcel could not be found - I am unable to collect the parcel myself as I am working late shifts during the week, which is why I have had to rely on family members to assist.

At this point, I am extremely disappointed and need urgent answers. I have made multiple efforts to retrieve this parcel, and it is unacceptable that there is still no resolution. I would appreciate it if this matter could be escalated immediately and investigated thoroughly.