TOYS R US IS THE PITS AND UNSATISFACTORY EXPERIENCE AT GATEWAY BRANCH

Hi, earlier this morning I ordered online for click and collect to be collected at Gateway branch. Payment and order confirmation was sent through to me and I was told that items are being prepared..3hours later I get an email that my order has been cancelled with no explanations because the click and collect option is not available, this is what the instore consultant told me when i called through to the store. Why did my order go through if the click and collect was not an option? Manager through the store assistant said i must call headoffice for refund because there is nothing they can do and they dont know when they will be able to refund me..what level of unproffesionalism is this and how is this my fault? Why are there no other optins offered? Again why did the option go through if this was not an option? HEADOFFICE IS NOT PICKING UP!!