Pick up order not found

I have put a pick up order and I went to collect it. I was told it’s not that’s but in central store. There isn’t even central store I walked everywhere in CBD town looking for it and people keep saying there’s no store there but it’s in Marabastad but when I’m there I’m told my order is not there! I need my order I’ve sent countless emails. Even their phones cut!!! Yoh I’m frustrated for real