Incapable of processing an online order

Leroy Merlin needs to overhaul their online ordering system. Last year an order was placed for in store collection. What a mess that was, did however get my order after a few hours arguing in store. Fast forward a year later hoping things have improved. I placed an order on the 5th of September for delivery, today (11 Sep) I phone the support number to follow up on the order only to be told no order has been dispatched owing to no payment… I paid online with a card, the funds have left my account I have a payment confirmation from Pay Gate! Now Leroy tells me they need to talk to finance to get the payment allocated so the order can be dispatched. Seriously , how can a company be this bad at online orders? At this rate I should have purchased in store and arranged for a courier company to collect and deliver.