Unacceptable Service from Incredible Connection at Baywest GQ

I purchased an item online from Incredible Connection Baywest and received confirmation that the order would be ready for collection the following day. However, two days later, the order is still not available. Upon contacting the call centre, I was informed that while the purchase is visible on their system, the item is blocked and requires authorisation from Head Office before it can be released. I was further advised that this authorisation can only be processed on Tuesday, as Head Office is closed for the long weekend. At no point during the purchase process was I informed that Head Office would be closed or that this would delay the release of the item. Neither the call centre nor the branch at which the item was purchased has taken responsibility for resolving the matter. The item is physically in store and has been paid for in full, yet it cannot be released pending Head Office approval. This level of service is disappointing and reflects poorly on the organisation.