Dissatisfied customer/Online shopping experience ruined

I called sportscene on this number (0861) 111-761 on 12April 2021 to inform them or rather make arrangements for my online order P*** (made from The Fix online)not to be returned back since I will not be able to fetch it within the mentioned time. I was then redirected to call the sportscene which my order will be arriving at which is Sportscene Dihlabeng Mall. I called the store on 12.04.2021 and made arrangements with the lady who answered the phone. She then assured me that my parcel will still be there on 20.04.2021 as they nolonger send the parcels back. Today on 20.04.2021 when I get to the store I’m being told my order has been returned. When I ask why they said it’s not going to be returned because I could’ve sent someone to collect I don’t get answers. And I’m also surprised because they claim that they have orders from last year in the store room which have not returned.Had I been told that my request is impossible I would’ve sent someone to collect my order. Now I’m being told I won’t be able to get my parcel but I will be refunded which is really inconveniencing for me as I wanted the items I bought and not a refund. I’m never choosing Sportscene Dihlabeng mall as my pickup point. Really disappointed not with my parcel being returned but with being **** to for no valid reason.