Undelivered order

I placed an online order on 30/06/19 and selected click & collect express service on their terms and conditions it states express click & collect takes 1-3 days. Today is day 4 and I have no package or any clue where my goods are. I tried calling their delivery hotline this morning at 9:30 only for an automated message to tell me call back between 8am and 6pm, makes no sense! I then called their head office and eventually got to someone that assured me they would find my order and contact me. It is now midday and I've heard nothing. Their level of service and follow through is appalling! They have now effectively ****** from me, I paid the money for my order when requested to but they did not deliver my package as promised or even attempt to contact me regarding the delay in my order!