Online parcel not received at Truworths Monte Casino

Made an online purchase to be collected at the Montecasino Truworths. I received a notification to collect the parcel however when I went to collect at the store none of the workers there could find my parcel. I am still waiting for feedback on where my parcel is or when I will be getting my refund. I really had a bad experience as it seemed the was no sense of urgency or concern with regards to resolving and providing me with my parcel, not even an apology for the inconvenience.