Bad service

I placed an order online 2 weeks ago and selected the option to collect from the springfield branch in durban. I called the store a number of times and was placed on hold then just cut off. Finally managed to get through to the online desk and was told that the order is ready and I'll receive an sms shortly, this was three days ago. I even when to the store after that to enquire and was told the order is still in progress and they cannot help me. This was the first time I purchased from Makro online and I did not know all the rules and procedures they have making it more difficult to buy online than going in store.