Delay of online order in progress

I have placed 3 orders online on 22/12/2020.

Two orders show ready for collection with the third order showing still in progress with collection date of 02/01/2021 which has passed already.

I want to collect all three orders altogether because I don't want to visit the store multiple times during Covid-19 lockdown.

A previous order placed in July 2020 was partially shipped, but one item not supp**** was out of stock and was paid in advance but never credited or refunded.

As an online customer collecting, I'm just left hanging suppose to wander what happens next which is unacceptable.

This is poor service as no sms update or any feedback is given on the actual status of the above other than showing "in progress".??? Ref No. a*** Builders Card -***