Bad customer service

I placed an online order with Foschini online to be collected in store at Foschini Woodlands Boulevard. I received an email and SMS informing me the package is ready for collection. Upon collection staff informed me that the store never received the package.

I then logged a query with Foschini customer care - ticket number 43956

On 25/04/2022 I received an email from PATRICIA MAGDELINE SCHOOR that the query has been resolved.

At this point I have not spoken to any customer care person or have had any feedback from them. How was the query solved and closed???

I received a call later during the morning from Patricia claiming me that she called my numerous times without success. I received one missed since logging the query and that was during an early morning security meeting I had this morning. And this prompted Patricia to close the query? Further Patricia informed me that it shows that I collected the package, which I never did!!!! So who is lying? And who is committing *****??

Patricia then "investigated" and phoned me that the shop does not answer their phones and that they will refund me. I DO NOT WANT A REFUND, I want the product I paid for.

Foschini delivers bad service and then chooses to take the easy way out!