Online Shopping portal is useless

I am very upset. I ordered some goods online with the option to collect at the silver lakes store. Estimated collection date is 13/02/2019 however the original collection date according to your website is 2 to 5 days. Calling the national call center, they they say order is ready for collection in store. The store and subsequently your HO cannot trace the order number that I give them.

This is very frustrating as the money has been paid yet I am sitting with no goods. Now your call center says the system was updated but not on a store level that is why the store cannot find my order.

I am really at my witts end here.