What's the point of ordering online

I made an online purchase on the 5th of February and booked my time and day for Pick up. I left my work today at 3pm as this was my time and date I selected only to get to the store in Stonehill Crossing and they not even having received my order. The manager then went around frantically trying to resolve this. I stood in the store fir over 30 minutes until the Manger then came to me and said that 2 of the items I ordered and already paid for were not in stock. Absolutely disgraceful from my family store, Edenvale/Greenstone Stonehill Crossing. What is the point of ordering online and booking a time for collection when they don't even receive your order yet you are already deducted for the price??!