Debenhams

Poor customer service, both system and personal

Ordered online for collection in-store. No confirmation e-mail. Tracked online to discover item despatched and confirmed payment taken (on day 1). Went to collect at +3 working days: "if you haven't received an e-mail we haven't got it". Tracked online to find tracking system down. E-mail confirming delivery arrived +4 working days. Tracking system now "closed for maintenance until 17 December", presumably because Christmas activity has come as a surprise.
So:
1. How can it take 4 days to deliver to your own store?
2. Why was there no e-mail confirming the order?
3. How can you take a tracking system down at this time of year?
4. Why can we only complain by phone which we have to pay for?
I shan't use them again.