Online order nightmare

Ordered online for collection on the 29th November. Status was stuck on "processing". No communication whatsoever. I emailed the customer services, received automated response, no response even at the time of writing this review. I then phoned the customer services, and was told " can you please call after a few hours, our systems are offline" . On the 7th, I went to the Store,l. The response! "Sorry, the item you purchased is sold out, we need to refund you". No refund received to date, I had to shop somewhere, where I received my order the following day.