Theft - missing parcel

My wife placed an online order and got an sms to collect it at Office London Eastgate.

She arrives to be told that they accidentally sent it back with the courier! My wife has been sitting at that store for 2 hours waiting for them to sort it out. Your online department can’t help because they say the store signed for it! The regional manager says it’s the couriers fault!

I want to know which *********** staff member sent this item back as they should be FIRED! We now don’t know where the package is and so far this constitutes theft! I want to open a docket at SAPS for theft as apparently 3 other online orders were sent back too for other customers!

I want this staff member AND the regional to be taken to task! How can a regional not assist? I want a call from this regional IMMEDIATELY as I’m on the way to the police station!