Click and collect order

I made an online click and collect purchase at the Gateway store on the 2nd of December. The status of the order is still "Ready to pick" and it is almost a month. When I went to the store a week before Christmas, I was told that one of the items are not in stock and was promised that I will get all the items before Christmas as they are Christmas gifts. I kept checking the website and the items were in stock and is still in stock. This is ridiculous as I am not getting any feedback. I emailed customer service and theres no reply, I tried calling and theres no answer.