Pathetic customer service at Game Rosebank

I purchased a braai stand online yesterday and selected to collect my purchase at Game Store Rosebank since it's the nearest store to where I live. The system did not indicate that there was no stock in Rosebank. I received a call from Thato today telling me that there is no stock and that the order will have to be cancelled and re-routed to the online department and will be delivered instead of collection. The only confirmation of the order I have was an sms which Thato informed me that the order number is linked to the collection in Rosebank stores. I requested that I get a written confirmation of what he had just told me or at least another order number that reflects that the order will now be an online order. To say Thato was rude is an understatement, he basically told me that I would not get any other confirmation and I should just wait to hear from the delivery person. At some stage he was literally screaming at me. He said I can email the call Centre to tell them what I want and I should go to the Game website to get the email address. At the end of the conversation he hung up the call on me. I tried to explain to him that there should be some formal communication of our conversation otherwise I would be put in a position where I am talking to a call Centre agent trying the convince them of the things he was telling me and that this was Game's internal processes that are now being forced onto a customer. He even defended himself by saying it's not his own personal process but Game's processes. Needless to say I am now just hoping that my order is correctly routed to the online orders and will be delivered, all this bearing in mind that I will be out of town next week and that is the reason that I wanted to collect in the first place. I had asked Thato to commicate that I was not available next week for deliveries (he said he wouldn't do that but rather that I should call the call Centre myself even though the only reference number I have is linked to the collection in Rosebank and not an online delivery). P.s Thato also refused to give me his surname, he said he is the only Thato in the store.