Lost Paxi parcel at Pep Promenade Mall, Cape Town

I would like to bring to your attention a case of gross negligence by the Pep Cell Store at Promenade Mall in Mitchells Plain, Cape Town.

I received an SMS from Paxi confirming that my parcel haf arrived for collection, however I was disappointed when the two Sales Ladies took over 40 minutes searching for the parcel. Because it was time for them to close the store and leave they promised to follow up with the courier company and revert back to after the week, on Monday 4th September to be exact. I insisted on getting something in writing as I didn't believe what they said, also their demeanour was something else. They ended confirming this in writing. See attached.

I ended up doing the following up anf they claimed that their Manager was on leave and she is the only one who is able to do the calling to the courier company. They only called me this morning 5th September 2023 informing me that their Manager was still on leave. That's when I personally called Paxi and they confirmed that my parcel was indeed lost.

I would like some answers promptly, and I would like some formal communication from Management regarding my lost parcel.