Non-delivery of online order

I did an online order, and almost a week after it was supposed to be delivered called to follow. I was put through to various people and then told that i must dial another number (even thought i had dialled the customer care number as per the email order notification). I tried this and eventually someone told me it was on hold because of payment (the amount had been deducted from my account on the day of the order). In desperation I went to a local branch (Durban North), and the silver lining was the incredible assistance I received from the store manager there. He cancelled my online order for me, arrange for the refund and helped me buy everything I needed there. I will go back to his store, but will never use online again, I still have not received any apology or explanation.