Toy not available at store after online purchase

I bought a toy online and opted to collect in store. When we went to collect the toy we ordered was not there and they would search for it in other stores. However, I have just received a text message and email saying we have collected the toy which we didn't. I am quite disappointed and would like this to be resolved asap. We do not have the toy. When I was ordering, it was not shown that I would not get the toy I ordered.