Game ****ty customer service

Placed an order online the 13th July 2022 and it was to be delivered the 20th July 2022. Up to 5pm I was at home patiently waiting for my order and there was absolutely no word from Game, no email, no SMS, no phonecall. Absolute silence! I decided to call their customer services team where I was informed that the order was in N1 City store and that the store doesn't have an online facility ( This is extremely confusing I must add). This lovely customer services agent informs me she will escalate and revert back. I waited and waited so today I call them again to be told the order is in the store, like what is it that I missed with online shopping which guarantees delivery? Game talk to me!! I need my money back today so I can go to a store that actually has their **** in order. Thanks.