Non delivery after receiving payment

You called and told me that the store I selected for collection is closed and that the clothes must be collected elsewhere and confirmed the order has been delivered to the new collection point. This week you send me texts and emails saying the order is available at the store that was supposedly closed. Did it reopen and you forgot to mention this? This order was placed over a month ago and it's still not clear what is happening with it. Where exactly is the order?? Why are you so disorganized? I spent 30 minutes inside your maponya store waiting to collect the order as per your customer service consultant instructions on the phone only to be told the order number is not appearing on the system. I have been waiting for the order for more than 4 weeks and you are just running around sending conflicting communication. Why do you have an online store if you do not know how to handle online orders? This is beyond pathetic and I demand a full refund of my money because you seem to think receiving money from customers does not go hand in hand with customer service.