Truworths online incompetence

I placed an order with Truworths online (a gift for my wife for our 10th wedding anniversary on 18th February). On 7th February I received an sms which notified me that the item had been delivered to my local Truworths store. On 14th February I went to the store to collect it. It was not there. I went back o 16th February, repeated the whole procedure - still not there. Today, 17th February, I was phoned (and now my wife knows the whole story and there will be no surprise anniversary gift for her ****) and told that the item did arrive in the local store and it was then sent back with other items to the Truworths warehouse. They are looking for it. It was order number o***. I am thoroughly disappointed and disgusted with the gross incompetence.