Bad online service

I placed an order online on the 23rd October 2023. And it was due for pick up at the store in welkom on the 31st October. I have been tracking the order online even calling the customer care. But it seems now Mr price doesn't want to take responsibility and puts the blame on the courier company. Because I am still waiting for my order which is stuck in Bloemfontein. All I get is we will escalate the matter to the courier company and when I check the update on the courier website. The last update was on the 24th October.