Poor service from Game online store

I would like to express my disappointment in the service that I have received from Game online.

I purchased an Intex pool pump to the the value of R799 online and it was suggested and requested that I would collect form Game Somerset Mall.

I received an email on the 15th of December stating that my order is ready for collection at Game Somerset Mall.

When I went to the store yesterday I was informed that the package was not in store, but in Mosselbay.

I then informed the agent at the store that I am not willing to wait any longer and wanted to cancel the order.

The online Customer service agent at the store in Somerset Mall was not very helpful and I needed to use my own airtime to make a lengthy call to try to cancel my order.

The customer services agent that I phoned could also not directly assist me and needed to inform the department involved.

I was so disappointed that no one was able to assist me. I then proceeded and made use of the chat service and I was informed,again, that I will have to wait untill the online department emails me to know when my order will be canceled and when I will receive my refund.

Now what upsets me the most, this was not a mistake on my part. Why was I not informed that there was no stock and that it was at Mosselbay?

I drove all the way from Stellenbosch to Somerset for no reason.

And still to this hour I do not know if my order is canceled and if/ when my refund will be processed.

I still have only received an automated response and still do not know anything regarding my query.