Let me get this straight.
The woman placed the order but then didn't hear anything to say it had been placed or was ready to collect. She phoned the shop who didn't know anything about it. She then went to the shop who still didn't know anything about it. During this time it turns out that the woman had put in the wrong email address. The shop was then able to honour the order.
This is an epic non story - woman buys thing online but fucks it up a bit but it gets resolved in the end.
Also: We actually went into the store first because we weren’t sure where to go for click and collect, and we saw the two jumpers we had purchased and the person we spoke to wasn’t actually willing to give us the items.
I imagine that she just tried to take the jumpers from the store not realising that the click and collect thing doesn't really work like that.