PnP online shopping disaster

Ordered online, said I could collect between 10 and 14:00 on Saturday. I went there twice, no truck. They phoned at 13:30 to say my parcel arrived. Got there, no parcel. They promised to get back to me to arrange for alternative delivery. No on called! I contacted on the website twice - no response. I called on Monday, no one answered on the online order helpline. I called customer services, I was placed on hold for 10 min, consultant could not help me. She promised to call me back. No one called yet again. I have paid, so in other words Pick n Pay stole my money. Can someone please resolve this, or else I would get legal assistance.