GAME online

I bought an item from Game online stores on 31st Dec and was very surprised and impressed when I received a message on the same day to collect from Clearwater. A lady even called me from Game Clearwater on the 6th to ask me when am I collecting the item. I only collected on 8th Jan, but to my disappointment found that my item is not available and out of stock. I left there without the item and without a refund. My money will be refunded into my account. I have no idea when this will happen. The lady behind the counter was very friendly and really tried to assist when it was not even her fault. I will not use their onlne shop again, I feel very frustrated, because I needed that item for my grandson who is starting school on Wednesday. I had to go to another shop and choose something different. What happened to my item? Why did the lady call me if the item is not at the store? Very disappointing