Disappointing Customer Service

I placed an order and as per their terms could collect within 24 hours if the order was placed before 12pm, I placed my order on 04 July @ 10:22am. It still shows on the online site "order packed but not ready". I contacted them on 08 July and 11 July on the chat platform and was promised it would be escalated to delivery, yet yesterday late afternoon I received a call that it can now be collected as there was no reference of being changed to delivery. The lady I spoke to said she will investigate and talk to her manager and call me back, I am still waiting for that call. I am a VERY disappointed customer with the service from Strubens Valley Makro!!!!!