Robert Dyas - Complaint re delivery

My order no is: *****.

I ordered some items on 28th June and was informed via e-mail that the items would be ready to pick up in store by 4th July.
On 4th July I had not received confirmation that the items were ready for collection so I rang customer services and was told to wait one more day, which I did.
In between this I noted that the tracking information on the website said that my items had been delivered to the warehouse and so I presumed they were awaiting transport to the store.
On 10th July I rang customer services because I still had not received confirmation that my order was ready to pick up and I was told that it was "a supplier issue" and that the customer services representative would contact the supplier and get them to contact me directly.
Despite my explaining to the rep that it was not a supplier issue - as the items had already been supplied - it was a transport issue as the items were awaiting transport to the store the rep kept insisting that it was a supplier issue.
Also on 10th July I filled in a form on your website asking for someone to check what was going on - I was informed that I would be contacted a max of 72 hours later but I have received nothing.
Today, 15th July I have rung customer services again and was told the items were still in the warehouse.
I have therefore cancelled my order and asked for a refund.
This is simply not good enough!
Since the above I have looked at the Trust Pilot website and the reviews (regarding delivery of Robert Dyas items) are awful! I wish I had looked on there before I ordered from Robert Dyas as I would never have ordered anything!

I would like to know why my experience with your company has been so bad and what you are going to do about this poor post order customer service.