I can't find my online click and collect order

I bought my kids clothes online using Ackermans click and collect on the 26th of November and the order was dispatched from the warehouse on the 28th November. I received a message saying it's a final reminder to collect my order on the 9th When I went to the store to collect I was told my order has not yet arrived, I went back the following day because I tracked my order and it shows that the package was received by the store on the 2nd of December. They told me my order has not arrived as if it normal for it to take this long, I tried to show the manager the proof that it was received by the store she was not interested. On Monday the 12th December I sent an email to customer care about my problem, only got the response on Thursday the 15th that my problem was sent to relevant department and it will be dealt with within 4 working days. I feel helpless