Incredible Connection Gateway - Order Refusal

I've placed an online order and made payment and selected the option to fetch my item from the store (Gateway Mall Branch), however I was told that the order is not reflecting on their system. Mind you, this was 3-4 hours after placing the order and making payment. After speaking to staff and 2 managers, I was informed that they cannot do anything about it. I wasted 40 minutes at the store with no help. I then returned to the store 5 hours later as the Incredible Connection website showed my order ready to pick up. After going to the store, the manager says that the order is ready to pick up from the warehouse and not the store. Am I fetching the product from the warehouse? I asked him to call the warehouse and state that I will be fetching it from the store as there was available stock at the store however, he refused to give me the product. I asked to lay a formal complaint and he asked me to call the call centre as there isn't a process to log a complaint in store. I asked him to call the contact center for me and I would then log the complaint which he also refused to do. The customer service and processes are beyond pathetic.