Shop assistances have poor customer service

I bought an item online, I choose mall of africa to be my delivery address. I received the email that the item has arrived and when I arrived at the store they went up and down to look for an item. I waited for 15 minutes while no one is coming with my package, I left my number with the lady that was assisting me expecting the call instead I received an email that my item was returned yet I did not request the return of the item that I did not even received. I’m so ****ed off now I have to reorder the same thing. I’m angry with Zara services. This was my order number NO. ***