Accountability

My wife had left her makeup bag in the change room. Someone took it to reception and booked it in as 'lost and found'. Theres a signed document stating the item was booked and the 'Manager' witnessed this. We went back to claim for the item and its gone. This happened a week ago and to date we are waiting for a phone call from the manager . Every time we visit they have no feedback. Staff are helping themselves to the items left at the gym and no one is taking accountability !!