Terrible customer service and non delivery

My husband ordered me a pair of sneakers on the 06th July 2018 This was paid for the same day ,To date the item has not be received , I was meant to collect this from the Pavillion store after calling the online shopping call centre I was told the item is already at the store for collection on phoning Edgars Pavillion I was advised the store is closed till the 01st August 2018 I called the online shopping back and was told the item was there for a while now and was supposed to be dispatched but someone will contact us to discuss What type of service is this Today is the 16th of July already Disappointed