8k order missing from Game Rosebank

My husband placed an order with Game online before 11am for collection. After the order was placed, it indicated that a QR code would be emailed. He called Game on ********** at 11h04 to enquire about the QR code. He was informed that the code will be sent by 14h00 and if we don't receive the QR code by 14h00, he must call the same number back and they will get hold of the store. At 14h49 he called the number above and informed them that we have not received the QR code. He was informed that they will call the store and call me back. He was called back by ********** and informed that the online store is not answering, and they will call back after they get hold of the online store. He called the Rosebank store at 15h19 and was informed that there is only one person working at online store and they are on lunch and to call back at 15h30. At 15h23 Thato from the online store called, and he informed him that we did not receive a QR code. He advised that we can still come in to collect. He informed him that my daughter and I will collect in 30 minutes. When we got to the store, we were informed by Thato that someone had come in and picked up the order at 2.15pm. Speaking to Thato i asked why we were not informed when we called that someone picked up the order, i even advised that no code was sent to either my daughter’s or my husband’s details to which Thato rep**** that it does happen that a person’s cell number can be hacked and someone else can receive the said sms, after much back and forth i asked to speak to the store manager. Ronald Modaka who is the acting store manager of the Rosebank came out. He was very abrupt and said they cannot give us the order as it was fetched by someone already, even after explaining to him numerous times that the QR code never came through to our email or sms. He then proceeded to call the online store, and they had advised that the sms was sent to my daughter’s number to which we advised him it did not come through and neither did the email. He kept hurrying us up and showed no interest in assisting us. My husband called and spoke to him as well and he kept on telling my husband to end the call as he needs to go. Ronald advised that he would call us today 23/02 after 9am. At 12.30 today he called and spoke to my daughter advising her that the Online dept had completed their investigation and the QR code was sent to my husband’s cell number and email address as he was the person who paid for the order, and that he must come to the store and show the code to fetch the order. My daughter advised Ronald that will not be possible as my husband is in CPT. Ronald also told my daughter that my husband could have sent the code to anyone. My husband then called Ronald and told him that he did not receive any code, and the only email received was the order confirmation (he then forwarded the email to Ronald). Ronald insists that the QR code was sent to my husband’s details and not my daughter’s. My husband reiterated that nothing was received Ronald then advised my husband that the Online dept is still investigating. This has been an extremely worrying experience for us. We have paid over 8k for the said order, and we have not received same. Ronald Modaka has given us too many conflicting statements:- 1. The sms was sent to my daughter’s cell number 2. The sms and email was sent to my husbands details 3. The Online dept have concluded their investigation 4. The Online dept are still investigating

This matter seems to not be important to Game Online and Game Rosebank and its starting to look like the staff at Game Rosebank cannot be trusted.