Disappointed customer

Order 110137 placed on the 14th of Jan, I requested that I will pick the parcel in person. Two days after placing an order I received email with address where to pick up the parcel I arrived there only to be told that my parcel is not there . I tried calling your numbers it was not going through, I sent two emails hoping to get an immediate response nothing came through. I am so disappointed, I really had a bad experience not sure when you will notify me about the new address to collect my parcel