Worst service at Birch Acres DisChem

I usually buy online from DisChem and collect. Normally I collect at Festival Mall or De Wiekus in Kempton Park. I always order and the get my order ready for collection the following days. My order is always ready for collection the following day. Unfortunately this time my wife asked me to order something for her and asked that I get it collected at Birch Acres DisChem so she collect there as it's convenient for her. I made the order on 23 December 2020, I didn't receive the order acknowledgement email and sms as usual. The money has gone out of my account but no acknowledge of the order. I contacted the DisChem social medial on Facebook and they told me they can't do anything and I must contact Birch Acres DisChem to find out when my order will be ready for collection. Basically they don't care, it's my responsibility to find out when my order will be available. What's the point of online Click And Collect.

Whoever is responsible for Birch Acres DisChem, can you prepare my order and tell me when to collect.