Online and store service

Am lost for words at the service I received at truworths Southgate today. I always order online and collect at the store but one of my orders was rejected and it was my daughter Christmas shoes I was informed yesterday that the order is cancelled. I took my daughter to the store and I tried to exchange the order and get any shoes they have in store to my surprise I was advised that they can't help with online sales and I must wait for Monday and call their customers sale team they can't help. Disappointed is an understatement as to how I feel . I have always been purchasing my children clothes from truworths but after this disservice once I receive my refund . I will never walk into any of their store again because with all honestly I work for a customer service call center as well and the treatment I service in that store was zero to non I would advise the truworths to advise customer that shop on line that they will never get any assistance from their store apart from then they collect.