Decathlon Unfulfilled Order and Poor Customer Service

I ordered a jacket from Decathlon at the Antalya Erasta mall. It was supposed to arrive on the 19th, as shown on my screen. At 6:00 PM, I went to the store to pick up my item. Your staff asked for my name three times, staring at the screens. Another staff member came and asked for my tracking number. They informed me that my item hadn't arrived. I requested to speak with a manager, but they said there was no one available. When I insisted, they called someone in a supervisory position. I explained that I couldn't come back to pick up the item and requested it to be redirected to my home address to minimize my inconvenience. They stated that if I didn't come to pick up the item when it arrived, it would be returned, offering no other solutions and displaying a complete lack of communication skills. It felt like they blamed me for the situation, showing no empathy. Yes, your company is big, but remember, big companies can be sunk by staff lacking in communication and empathy. You've lost a customer, for example. Additionally, when I opened the app today to write this complaint, I noticed that apparently, deliveries are free, so it seems like it could have been done if desired.