Worst service ever

The service is the worst. I bought tents from them in December and explained that I'm based in Pretoria. The lady I spoke to said it's not a problem as they have a branch in Joburg I can collect from the Joburg branch. After the last payment was done I was told they are closing for Christmas I will get the goods in January which is understandable. Since January I was taken from pillar to post and also told that for me to get the goods in Joburg I must pay the courier fees which I don't understand why. Last week I got a message from them after enquiring when am I going to get my goods that I can come to collect in durban, I had to reaming the lady again that I'm in Pretoria then she said she will let me know when to collect. She will not even make an effort to give an update. I still don't understand why am I expected to pay the delivery fee even if I am collecting self from their own branch.