Lost items //Bad service

My mother went to shoprite Pretoria along Lilian Ngoyi street.(30.10.20)She left her parcel by the counter and when she was done, She went to collect her stuff and to discover that one of the of the back pack is missing. The missing back pack had two phones, toiletries and clothing. She asked if she could speak to someone for assistance, but in actual fact she was made to wait for a good four hours.This is so annoying as the person on the parcel counter is new and untrained.Managers not well trained on how to deal with issues. Portia the manager needs proper training on how to deal with such issues. We have opened a police case, and await a call from shoprite. Let's see if we going to get our lost items, as this is unacceptable!!!!