Frustrated - Outstanding Online Order

Placed an order on their website on the 21/11/2019. payment was made online at the same time, i have regularly checked the status of our order online which was fist "on hold" for an entire week , no one has made contact to tell us what the problem is for the delay, now today the website says its "cancelled" again no feedback and cant reach the call center to find out whats going on, this order was PAID FOR UP FRONT!. I now sit with out the item and the transaction deducted off my credit card! You promise a 2 hour collection time at the branch for online orders yet im now sitting for over a week not knowing whats happening. Clearly i am not the only one with issues as this appears to be a general problem with your online sales,This is very disappointing and leaves much to be desired, you guys will not make it if you continue like this.

Please immediately sort out our order and arrange that my item is ready to collect which has already been paid!