Bad service from Clicks Online

Order a kitchen appliance on line. Website stated I could collect it within 1-3 days. It took more than 4 days before I received the sms saying it was ready for collection. When I went to collect, it took about 20 minutes to find the parcel. The store had many of the items in stock. Why could they not let me have one of those and then replace it when the one I ordered arrived? Why was there no apology when I complained on Facebook?