Parcel not handed over at pick up point.

I ordered a parcel from Yaga using Pargo delivery. I received Received notification that my parcel was ready for collection at Clicks Baywest Mall on Friday afternoon( 29 August). I went in on Monday and they could locate the parcel in store. The manager claims that the parcel arrived but couldn't scan in, so they sent it back with the Courier. Why would he just send it back? And If so, why wasn't I informed of this? Where is the parcel now? I have spent all day trying to get an answer. I have emailed pargo support who verified that the parcel was sent back by Clicks, but 6 emails later, they still can't tell me where it is. I've called the called centre twice at my cost. The matter has been escalated but still by end of day, no one could answer me as to where my parcel is. One of your drivers took it with them 3 days ago and Pargo should know who he is and pick up the phone and find out what he did with it. What kind of system is this that no one can give an answer on this? Clicks Baywest as a reliable pick up point is none the better.