10 days to prepare an order that is in stock, and still not ready

On the 1st of April I ordered some stuff from Makro. I checked on the website and it showed that both items were in stock at Wonderboom (as well as other stores). So I selected collect from store (order MAK ********** ). It showed that it'll be available on the 10th of april (strange, 10 days for something that is in stock, at the store that I indicated to collect from). Its now the monday already (my pickup is wednesday). The order only shows confirmed. When I called the help line, they could not give me any info, except that the order is confirmed (reference 67810). This is pathetic, so far no one has any idea what is happening to the order, or where it is in the process? Not even what the hold up is on the order. I'll be at the store on wednesday, and if my order is not available. I want a full refund, there and then and in cash. I am not waiting weeks for the refund to be processed. Your online order system is pathetic and should be s****ped