Online Shopping Disgust

I have ordered online and received shipping notification on the 1st of June 2021 to pick up at Rosebank branch. I have been to the branch twice, and twice they said they don't have it. I spoke to a manager at Rosebank left my paperwork and I was promised they will phone and get back to me. That did not happen. Yesterday I phoned online customer service with no service, just telling me I must go to the branch and get them to phone. I am totally disgusted