Unsatisfactory service

I have attempted to sort this matter out telephonically without success and despite emailing Truworths with my query, have not had a reply. Order no. ***, placed on 27/01/2021 shows on your system as having been delivered. Having called at your Musgrave branch to collect same, I was informed that they have not received the order and that Order no. *** was duplicated under Order no. ***. The duplicated item was returned on 5 Feb. Having gone into the tracking system for Order no. ***, there is no information whatsoever reflected relevant to the two items which further confirms that the items were NOT received. Your Musgrave branch assured me that they would sort this matter out and I am most annoyed that no effort to this effect has been made when it is Truworths who have botched up my order and it is I, as the customer, who has to run after you with an attempt to rectify the matter. A/C no. *** refers.