Where is my order?

I made an order on 24 August for click and collect at a local branch. It is now 5 September and I am still waiting. According to track and trace the parcel was with the couriers on 26 August. I did try to go the decent way and contact them via the web app, up it does not go through, giving the notice "Network error: Response not successful: Received status code 400" ... after three attempts, each time starting from scratch.