Bad service

Had the most baddest experience ever, I've order on the app paid didn't receive my order number when I got too the store the lady said there is no order I should call head office I asked her should I call with my airtime she said yes while I am in the store they cannot assist me eventually I called with my airtime being told that the order was placed however my name is the reference or order number the lady said she still doesnt get my order and the order they have shows it hasn't been paided for, how will I come and fetch a order I didn't pay for she went too the back and came back stating that I should know wait for my order because they going too make it cash I'm disgusted by the service I almost buy everyday I will never put my foot here again