builders online ordering does not work.

Placed an order online to collect at strubens valley store. There was an issue with the online payment gateway ozow. But I called my bank who confirmed the transaction was successful. I downloaded the proof of payment. Called the builderswarehouse callcentre. Sent them the proof of payment. I called again a day later and they confirmed the payment was received and the order was reqdy for me to collect. But when I got to the store no one knew about it and refused to give the order. They then told me I must leave the store as they cant help me. I am left without the order and unable to get my money back. Order number ***