Truworths Service online&instore

I recently purchased a shoe online and it was to be delivered to Chatsworth Truworths for collection order number ***, after recieving my sms to proceed to store with my id and proof of the sms, i go today at 10am to the store and asked 2 staff if they can assist me with recieving my online purchase just here to collect it, i was told No and to follow a long que, i contacted Customer care at 10:40 was told by lady she will call the branch manager and call me back upto now i havent recieved any call, the point of having online shopping is for convience aswell as socail distance which ive seen this store does not follow, please credit my account and keep the shoes, online services are false and is the same as buying instore