MY ORDER NOT RECEIVED

Order #***1 was done and paid for on the 26.October 2019. I called the call center yesterday 4.11.2019 at about 11 am to inquire if i can rather opt for the package to be sent to me as i needed the school bag for my daughter i was advised i cannot change the method and then requested to leave work early to collect the item. i was advised the warehouse closes at 7 pm, I drove from after 4 pm to arrive at the warehouse to get there at 6:02. i was told at the security gate they are closed and therefore i cannot be assisted. i called the call center and spoke to 3 different people who gave me 3 different responses about closing time. i then spoke to a lady at about 6:25 who advised me the package is not in Montague gardens as i got on my order, the item is in fors**** which i do not know. I requested her to cancel the order and she advised it is on her side and that the funds will be paid into my account within 24 hours. i went into the app now to check the order is still active and not cancelled. She said i would get an email to confirm this however i have not received.

for something i have paid for to be given the run around like this i do not appreciate it. i drove more than 45 km to collect the item only to leave your premises without it.