Customer service nightmare

I have been a loyal customer to Mr Price online clothing store for a very long time. Purchase from them every month, they let me know an item was out of stock and then placed my order on hold. This happened on Friday 21 December 2018. I paid for the 2 to 3 day delivery fee, which means my order should have arrived to the store by now but my order is still on hold and I have no notification of my things been delivered at the store yet. This should have been delivered to the store yesterday. MRP online has no customer service at all, couldn't even give me options of another store which could possibly have that item. I was so upset, because just a bit of customer service was all I was asking. The consultant who responded to me just to said it says that on the website. She could've just said "it's not her problem" I know MRP is very big and popular but is good customer service too much to ask of you people? I encourage all customers to come forward if you are experiencing the same.