Waiting forever for online order to arrive at store

I ordered a few items online. I clicked on click and collect at the store. It said 1-3 working days. Then they said 1-6 working days because they got a lot of orders. I placed my order on the 24/07/2020 and it's the 03/08/2020 17:40 when I post this and still haven't received my parcel. I phone them twice and I get wean service to say the least. I can't help but think they don't care because what can we as customers do about it. We can only wait. There should be a penalty for this type of thing. Must I wait a month for the stuff because there is nothing I can do????