Clicks customer service is terrible

I ordered an item from Clicks online on the 26th of February. The time of delivery was between 1 and 3 days. Fine. i called the head office on Friday and spoke with a lovely gentleman and he said there is a bit of a delay with the courier company, it will be delivered on Monday latest to the store where i can pick it up (Baywest). I asked my mom to pop in at the store and ask them as the parcel should have been delivered already. My mom simply got told "what head office says and does are two different things. You will get an sms. " now i do have a problem with this as i work in customer service and I too have a head office but it is not the customers problem. If head office makes a mistake, we have to sort it out. i am unhappy with this as the person helping my mom made absolutely no effort to assist. Clicks i think you need to train your staff or deal with their lack of professionalism very quickly.