Cyber Monday -pick up order

I placed an order for a hoover on-line on Cyber Monday, and specifically noted that we will collect the order from Woodmead branch. When we went the next day to collect our hoover from the collection point, the staff were very rude, and said, you have to wait for an SMS to say your order is ready for collection, we are too busy. No where on the on-line order system did it say we message you when order is ready for collection. Its been 4 days, and no SMS has come through. If a company cannot handle on-line orders then they mustn't have these facilities available to clients as we only get dissappointed.