Pick n Pay lacks accountability

I'd like to gain clarity on this, I ordered items online yesterday and they were set for delivery today around 9 to 10am however I was available to receive the order and I made contact with the contact center to reschedule for when I was at home. I was informed to rest assured that the order would be kept in the store as it is standard procedure and I'd just go and collect as I work in the mall.I went to the store only to be dealt with by ***********, rude, nonchalant staff who said this had absolutely nothing to do with them and I should make contact with the contact center, I went to the store manager on duty and he put me in touch with the contact center and a lovely lady tried to assist, she informed me that the order was canceled at 9am and a refund was done. Totally contradictory to the call from the previous agent. I'm now dealing with two issues, inconvenience and rude, *********** staff. I would like to have this matter addressed and all parties involved held accountable.

I've tried addressing this issue with Pick n Pay and was told management would get back to me and given a reference number and I've been waiting for feedback for over a week.

Something isn't right here, how long does it take to resolve this?