Lack of urgency

I called this morning to ask if my visa has been collected and the gentleman working there asked me when should it be collected, I told him today and he said “oh then it must have been collected”. I expressed my urgency since my flight has been booked already and I haven’t received any tracking information to confirm that my visa has been collected! No email, no calling….nothing! I’m solely disappointed in the lack of urgency the store has.