Fully paid for online order still not ready for collection after almost 2 weeks

An online purchase(click & collect) made on the 30th of May (supposedly available 1-3 working days from purchase date for collection) is still showing "despatched" on my online account and items are still not in my position 13 days later (thats 10 working days after purchase date). I decided to visit the selected store of collection , only to be told that i must wait for an sms and nothing had arrived.i then went online to send an email through the CONTACT US tab , only for the site to tell me that the attempt to send the mail through was not successful,something had gone wrong.i then phoned customer care to fins out the status and gave the order number , only to find out that i was supposed to have recieved but there were few orders that were delayed (funny enough i had to phone in for me to find out that there is a delay.makes one wonder if i would have been updated had i not contacted them?). So all i got from the call i made was a mere reference number for my complaint and a promise that ill recieve a call from the store where ill collect for them to update me and explain what the delay was and an apology from the gentleman on the other end of the call.

Only God knows if the call will actually come or if my actual order will get to me or its still taking a slow walk to me ,i honestly do no know.

Maybe i there are hiccupa behind the scenes, we should not be able to place orders online until all is sorted , it is quite inconviniencing to pay for items and not recieve them as promised. The promise of 1-3 working days and not meeting it 2 weeks later is quite disappointing.