Game Southgate - Terrible customer service

Good Day

I ordered a product online for collection at Game stores South Gate Mall. I received an SMS with a pin stating ready for collection. When my husband got to the store on Thursday 1st December there was no stock. He was provided with contact details of Anga and Josephine. Thursday evening i received a SMS stating that my order has been picked up from the Game customer service desk. Since the SMS I have had no contact from Game stores Southgate or perhaps courier company that my order will be delivered. As we speak I have been transferred from pillar to post for the last 20 minutes. Josephine passed by and i was told she is tied up and will be transferred to the store manager Ursula. I am still holding!!!! nobody is willing to assist with my query or advise what has happened to my order. Where does this leave me, I have paid for my order and have no idea where my order is. Is this just an error or have I paid for something I will never receive.