Poor customer service

This was the worst experience ever! I work 7 days a week and we just moved into our new home so decided to use sheet streets "click and collect" option. They had shown that there was stock in the store but little to my knowledge they are bringing it from somewhere else. 4 working days into my order my fiance had asked if we can cancel the order and get a refund or have store credit so we can just get our curtains as we are living in a house without now. She said no and stated it would be here Thursday. I tracked my parcel and it said my barcode hasn't been scanned yet, my fiance then phoned and found out that it hasn't even been loaded. I decided to research to see if you can cancel an order and it said you can just contact customer care.... now I am still sitting without my goods and fed a bunch of false information. I am furious!