I can't collect items in stock I already paid for??

I can't collect items in stock??

We live 250km outside Cape Town (in Barrydale) and ordered 2 x Heaters. We are leaving tomorrow from Cape Town and to avoid a lengthy Queue decided to order on-line for collection, in the hope that we would simply be able to stop and collect at a counter and leave again, nice and easy like MANY of your competitors. After checking that the local branch (Montague Gardens) had the items in stock an order was placed: MAK **********

At this point an e-mail was sent confirming my order for collection, in 11 days from now?? I immediately phoned and was told that I can't collect today or tomorrow...?But the items are in stock??

I asked if I can just come into the shop and take the items of the shelve but told I'll have to pay again and will only be refund for the "incorrect" collection order only due 13 May .... ?

What is the point of having a collection option for items IN STOCK if it takes 11 days?? Why don't you warn users of this? If we knew this we would obviously have "collected" ourselves from the shelve to start with...... ridiculous.

2 phone calls later I tried converting the order to delivery but after being told that we have to speak to different department (online? what ever that is?) I opted to rather cancel the order and recreate a new one for delivery.

I hope that you will refund me! And please improve your service for future customers.

There is so many "better" online options which does have same day COLLECTION options - I for one will definitely rather support them going forward.

VERY disappointed.