Theft? Negligence? Carelessness?

My order HA***ZA shows ready for collection from the 12th of June but when I went to collect at branch they said the order is still I'm JHB. Very dissatisfied with services When I called customer service they said package was scanned in Jhb in May but was dispatched to Durban and the package "might be lost" The lady I spoke to promised to call me back but didn't. I need this package asap as my daughter is going to Prom next week

Please advise when can will receive my order?