Pathetic Customer service

I'm disgusted by the pathetic service I received from Babies R Us, from ***********, inhuman and arrogant person by the name of Mbali Mbele from your store in Fourways mall, I ordered for baby formula and diapers from the website yesterday and I was expecting my order to be delivered today the latest. Yesterday I received an email that says my order is ready to be picked up, sent an email to customer care querying that, I didn't get any feedback, called in the morning and spoke to Christopher and asked him to ask the manager to call me back, Mbali never called back until I decided to drive to Fourways hoping that there will be an option to change the delivery option to pick as I was at the store already. Not being able to assist someone is something else and bad attitude is also something else. I explained to Mbali that I purchased baby essentials with my last amount of money is there a way that she can contact their head office to change the option, nothing Mbali could assist me on. I asked if I can speak with anyone that she reports to probably that person will understand my request, she first said she doesn't report to anyone, she doesn't have anyone superior to her and later said she is not allowed to let me speak to someone superior. I told her that I'm left with only 1 diaper at home and with nothing in my bank account, can I at least leave my ID book to show how desperate I was Mbali refused. Can I at least get diapers and you hold baby formula as I still have some, Mbali refused. What criteria do you guys use when employing your so called managers who are so inhuman, I had all the proof that I haven't received my order and I was desperately in need, having to deal with a person arrogant and inhuman to Mbali's level made me to hate your company to the core. I feel like you only pushing sales by your online purchases not to make things easy for your customers. I'm sure there is a lot of experienced individuals that you can get as your managers who will be able to do better customer service more especially in situations whereby you have to put your position aside and be human about situation and override company policies just to go an extra mile for a desperate and frustrated customer. Even the person who is not employed as a manager can make better decisions than Mbali. Being told about computer that is programmed by a human being that whatever option that I have opted for cannot be undone, really now? Hearing that for someone who hold a position of being a manager was just so disappointing. I am really so disappointed with the entire pathetic service I received from your company, would never recommend anyone to purchase anything from you online. I just that Mbali Mbele will be able to sleep tonight because I will not be sleeping with an infant with no diapers. Told me to go to the store tomorrow morning, to do what tomorrow morning if she was unable to give me them today after telling her how desperate I was.