Disappointing Service

I placed an online order on 4th February 2019. I purchased 2 items. I received the sms on 14th February that my order had been delivered to the Truworths workshop store. I collected and noticed that 1 item had not yet been delivered, the person who assisted me stated that the item will most probably be delivered at a later stage. On Wednesday 20 February, I called the store to check if the order had been delivered as yet, I was told they would check, I was left holding on the line for about ten minutes ( in all this time I can hear a conversation going on as if they had forgotten about me on the line), i was then asked if it was a sale item(not sure why), I was then transferred to someone else, who asked me for details of the item, he then put me on hold, he got back to me to advice me that the item had been sold out ( so clearly the person I initially spoke to either did not listen to me when I called or forgot what I had asked for after her long conversation with her colleague), I then had to explain that I was looking for my order. He then checked for me and advised that the item was not in store and to check again on Monday 25 February. I then called online purchasing helpdesk who had advised that the item was actually delivered that very day and suggested that they must have not opened the parcel as yet. I called again 26 February 2019 and was advised by the call centre that the parcel had been at the store. I called the workshop store, and this is when things got really bad. I called in and asked if I could check if an item had been delivered to the store. Immediately I was given an attitude as if I was bothering them. I explained that I had been calling regarding this order from the week before, I was then told by the lady over the phone that they do not have anything to do with the order, all this is said in a very harsh and abrupt way. She kept on referring to Truworths online as "they" , which I did not understand because as the customer, I am under the impression that whether it is online or in store, it is the SAME company. I had to stop her and ask her to please check if my order was at the store, because I really did not feel that I wanted to argue with the Truworths staff over the phone. A gentleman (Sherwin or Devon, he was not clear when I asked his name)then came to the phone and asked how can he help.....really , this is ridiculous, I asked her to check and she hands me over to someone else. i asked him for her name, which he refused to give me, because he says he heard the whole conversation???? I fail to understand how, because he did not hear me??? He then explains the same story that the problem lies with "them"(meaning the online department, however, even if online were the problem, I called them twice and did not get any bad attitude or service from them, my experience with them was a pleasant one, which really makes a huge difference. ) ????? My issue is this, I am the customer, I DO NOT CARE and should not have to suffer the consequences of any internal conflict between 'us and them'. I just need to be assisted and not made to feel like I am being a bother or disturbing them when I am trying to locate my order, which I feel should not be my responsibility. Not one of those staff members that I spoke to at the Truworths Workshop are aware of what customer service is. They are not there to challenge the customer or give attitude to the customer. They are there to assist us, I should think. Its a real shame what we as customers have to endure because of people who clearly do not have a passion for what they do. Regardless of whatever may be going on internally, they need to understand that they are the Faces of Truworths...and right now Truworths is not looking very attractive. I really hope that something can be done to fix this problem soon. I am extremely shocked at the bad service received from Truworths Workshop.