Horror experience with Superbalist

My nightmare started when I bought a Base Long Sleeve grey top (order ***0). However, it was not a good fit so I had to return it. It was collected on the 09 December 2021 together with another item (order ***0). However, it would seem two different agents were allocated to collect these items but the first agent to arrive took both items. Since the item (order ***0) was collected on the 09th December it has not reached the warehouse. Since then I have made numerous follow-ups with the following consultants Ayesha, Khayalethu and Danica. What I don’t understand is that it would be very easy to investigate since the person who collected the item was able to deliver the other item but it would seem Superbalist is unwilling to do so